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Just exploring some workflows for our JSM instance and this came up. We have support teams in Sydney and Vancouver.
The support supervisors want to have a global triage queue / project where all the tickets that come in land. The triage team can just take the tickets as they appear and if they can action them they will otherwise they will escalate them to the relevant support team.
How would we set this up in Jira when there is a Sydney Support Team and a Vancouver Support Team.
The triage team would send a ticket to the support team for the site that the user is reporting to and it would be unassigned OR if they know who specifically can handle the ticket it will be assigned to that person directly.
Has anyone worked like this, is it a viable triage to support approach or do you have a completely different recommendation.