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Service Management "Case" ticketing structure


We are migrating to Cloud and brainstorming different ideas on how we can make our JSD more of a "Case" ticketing system, instead of it being "project" based. We want our customer to open a ticket and to have that ticket move around our different departments, not necessarily tied to a single project ticket. 

Currently, a customer opens a request to purchase a device for a new user. The customer currently opens a service request (REQ-XX) ticket and our technicians in the REQ project will process that request. However, the technician currently needs to reach out to our billing department (BIL project) and asset management department (ASSET project) to confirm billing and request a new phone. What the technician will do is create an "escalation task" which creates a BIL-XX ticket and an ASSET-XX ticket for those departments to handle. Once the BIL and ASSET department finishes their ticket, the REQ ticket is able to proceed.

Rather than what we currently have, we want to have a ticketing system that "flows" more easily. For example, a customer opens a ticket #12345 for a new device. Ticket 12345 flows to a "bucket" where our support technician picks it up and asks the appropriate questions/ gathers information. Support transition the ticket #12345 to our Asset Management department to order a new phone. The Asset Management department takes the ticket, completes their task, then "moves" ticket #12345 to the Billing department's "bucket" where they complete their task.

At the moment, there appears to only be different projects to create "escalation tasks" to different departments and that slows down our processes. We don't necessarily want a ticket to be "tied" to a specific project (department/team in our case). 

Are there any alternatives to this?

1 answer

0 votes
Alex Koxaras Community Leader Nov 19, 2021

Hi @TH ,

Jira is project (container actually based) meaning that a ticket must belong to only one project. It simply can't belong to two projects (this is solved with create linked issue functionality). Keep in mind that within a JSM project only agents can transition issues, but normal jira users (with a license) can also see a ticket and comment or attach files.

With the above said, what you could do is to create a "group" field which you will place on your edit/view(/create) screen of your issue types of your JSM projects. Since this is a group field it will take values from group created within your jira directory. In the latter you can create group of your department (if not already created) BIL, ASSET etc. If the agent have to pass a ticket to another dpt to do a job, he simply places on that group field the corresponding group. This custom field will be then placed on the notification settings to get alerts when the issue is updated. They do what they have to do as work, and the inform the agent with an internal comment that their work is done. Then the agent can assign the ticket to another dpt and so on and so forth.

Nothing wrong with the above approach, but I would definitely used separate containers for different departments, as you currently do. 

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