how to manage common operational issues with multiple service desks

[Rik Fisk]

Hi we have recently expanded the number of service desk in our organisation these separate desks are for managing operation areas (operations ,IT service desk ,networks team ,application team etc). Individually they work well. The problem we have is often when an environment ticket is raised multiple teams need to be engaged on the single ticket. Instead what happens is the ticket starts its life by being raised in single service desk for that team. This is ok if the issue can be solved by that team alone ,the reality is most issues need multiple teams . Then what happens is separate ticket get raised in separate desks for the same issue. So different team do not effectively work as one team on the issue in one ticket.

I was thinking maybe we could have a test environment service desk which is monitored by all teams required ? The issue is that means each team now has two service desk to monitor but then there will be only one ticket for the multiple teams.

Does anyone have any other idea how this could be implemented ?

Thanks Rik

[Benjamin · Accepted solution]

 Hi @Rik Fisk ... I don't think you need another system. The design of the application is to collaborate. When multiple teams needs to work on a ticket, there is an option to invite the agents from other team until the problem is solved. or keep them in the service desk project as needed. Same goes when service desk team need some developers for help as well, you have the option to invite them into the team. 

The difference between inviting a developer and an agent is that developer won't take a JSM license because all they can do is update the ticket comments with their findings and updates.

Hope this helps.

[Rik Fisk]

OK so you can add them to that service desk instance as Developers ok. I suppose that way there should still only be one ticket. Then different developers can be added to the different service desks depending where the issue is first raised. Will have look

Thanks !