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How to Structure Jira Service Desk and Software projects?

Hello everyone,

Our company is trying to restructure the way we have our Jira projects and queues set up at the moment. We have 7 different teams, 5 I would say can be combined into the wider IT department and then we have 2 teams on the development side, front end and core.

IT Team = Level 1 and 2 (combined help desk), Infrastructure, Security and Data. All of these teams will be handling mostly direct customer issues, break fix.

Software team = handling bugs and feature requests both back end and front end. They are split into two different projects currently and work on different sprints.

What we want to accomplish:

1. The IT team to be separated into different queues, each will act as individual teams and will have different SLA's , reporting and team members etc. So it will be important to be able to differentiate. Is 5 teams on one project too cluttered and confusing? I don't want our queue panel filled with 10 different queues, ideally just want the team to see their own queues but have the option to view the other teams when needed.

2. The level 1/2 portion of the team will catch all end user issues, including bugs and feature requests while will be filtered to the other teams.

3. The communication to the customer on bugs and features will be managed by the help desk(1/2). The only way I can think of setting this up is to keep the initial ticket of the customer and create a duplicate that will be sent to the software team and set up some sort of automated status updates between the two (if thats possible)

4. We want to be able to prioritise the bugs and features on one board, ideally, where both software teams (front and core) will pick up the issues. We have a problem here in that the two teams are separated, different projects and sprints. How can we make this work so we can still track all the issues in one backlog but they be separated into each project when worked on? The perfect solution would be to create issues on their boards directly (perhaps in another backlog so as to separate their other tasks?) but for us to still get a full overview of the status of all bugs and features logged to both teams.

Thank you for any help and please let me know if this isn't clear.



2 answers

1 accepted

1 vote
Answer accepted
Hana Kučerová Community Leader Mar 10, 2021

Hi @Chris ,

welcome to the Atlassian Community! Let's dive into this :-)

Usually in these cases there are some JSM projects operated mainly by support teams and some JSW projects operated by developers. When issue is created by customer to JSM project, JSM agent looks into it and if he finds out, some development needs to be done, he creates linked issue to some JSW project.

How do you know, which IT team should take care of the created issue by customer? Is it clear from the request type?

Thank you.

Hey @Hana Kučerová ,

Thank you for the reply. 

That is how I plan to set things up regarding the JSM and JSW.

I plan to add issue types for each team in the IT project, is that a sub optimal solution and are request types preferable? 

Did you have any suggestions regarding how to manage the backlog of bugs and features while also separating it depending on which team its for?

Thank you!

Hi Chris,

For queue management, check out Queues for Jira Service Management.  I've had success with it on a previous engagement.  You can limit visibility to various queue based on group.  The user can drag rarely users queues to 'Hidden queues' section to unclutter their view.  It also allows for displaying issues from your software projects.

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