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Background: My organization has 9 service desk projects. We have created them by department and we populate Jira licensed users with our Microsoft AZURE AD groups that are used for other applications as well. Currently only department members have access to their department service desk projects. For example, Technology department team members have access tot heir own project, but not to Payroll or Human Resources, and vice versa.
Scenario: A service request is submitted by a user to the Technology Service Desk. The request is for account access to organization applications. The Technology team member that is assigned to this issue has to complete some steps to prove account access. One step needs to go to the Payroll department and another needs to go to the Human Resources department, then back to the Technology department to finalize and resolve the request.
What we currently do: Currently we decided not to move the issue between service desks. Doing this creates new ticket ID's and the original assignee that is responsible for this request in the Technology department will no longer be able to access the issue if it is moved.
So we use the Requested participants field to add a contact for each department and then that participant will comment when they are completed with their step in the request. The Technology team member will then resolve.
This is not ideal because as a requested participant they only get the portal view of the ticket and since they have a license to another project, they get an error saying they do not have access. so they have to go view the comment in the customer portal or reply via email. This is confusing.
We do not want to give other department members permission to every project they interact with if we do not have to. We did this in the server version before we moved to the cloud and the feedback was that the other departments working in our project were confused and they wanted their own.
What can we do?
I am wondering if there are organizations out there with multiple department service desks and how they handle working on requests that may cross projects? What are the best practices? Also if they are moving the issues between each project, how to you track that, how do you stop the "passing of the trash".
Thank you so much and looking forward to your feedback.