Best way to setup new Service Desk install Edited

Hi all,

Apologies if this is covered elsewhere but I can't seem to find anything which covers what I need (may be my inexperience around terminolgy and process).

I am currently testing jira service desk and need to know how best to accomplish the following -

I need to be able to direct a request at a certain group of agents and make it as easy as possible for agents to manage this without having to fish through all the other requests belonging to different teams.

I also need it to be so that customers dont have to search between multiple projects in the portal to find the request they but think a few may be needed categorised like - IT, Customer Services and HR as per the organisational example below.

We have teh following -

  • Internal customer facing teams who will deal with requests, incidents, etc. and also raise changes i.e. Service Desk and Desktop Support
  • Internal non customer facing teams who deal with requests (and raise changes) from IT departments i.e. development, linux to network support
  • Internal customer facing teams who only deal with requests i.e. HR & customer service
  • Non-customer facing teams like development who should be able to raise their own changes mainly deal with changes, etc.

The portal ideally needs to show customer facing requests to all customers  i.e. help with software, setup an account, etc. some requests need to be specific only to the team who onwn them - so they can raise work themselves and other requests will be visible to certain teams but not others i.e. the linux team might make a request available to only the development team.

I am looking for the best way of structuring the projects and if it makes any difference ideally these agents can be assigned via security groups pulled through AD.

Coming from a system with teams I am used to agents being able to see their own team dashboard showing several filtered panes like queues and a main list with all issues/requests relevant to their team with search filters.

I'm fairly new to this so any guidance or pointers are much appreciated.

 

Thanks in advance

1 answer

Great question and details there. To start off with, if you're not already aware, we offer getting started guides in our JIRA Service Desk documentation for Cloud and Server with paths for administrators and agents that would hit all the major aspects of setting up/using your JIRA Service Desk instance. 

  • Within a JIRA Service Desk licensed instance, you would be able to create as many service desk projects as you would like. An advantage to organizing these projects by the agent teams you've outlined since issues would be named per project (e.g. a project named Teams in Space would have issues named TIS-1, TIS-2, etc) and agents can link/mark as duplicate/move issues between those projects as needed if they're misfiled. You could set up customer permissions to allow customers access to select projects that you'd like them to have access to.
  • You could also keep everything in one JIRA Service Desk project to keep one customer portal where you could configure your customer portal to group requests by type, or in your case, in categories such as IT, Customer Service, and HR and take advantage of using hidden fields to add components or labels that would help organize/categorize these for your agents by team. 

As for directing requests to a group of agents, you could definitely take advantage of creating queues for your agents within each team based on JQL using the label/component fields in your issues. You'd also be able to configure sharable dashboards per agent team and add gadgets to those dashboards. JIRA Service Desk Server could be connected to an LDAP directory

 Hope this gets you off to a good start!

Suggest an answer

Log in or Join to answer
Community showcase
Sarah Schuster
Posted Jan 29, 2018 in Jira

What are common themes you've seen across successful & failed Jira Software implementations?

Hey everyone! My name is Sarah Schuster, and I'm a Customer Success Manager in Atlassian specializing in Jira Software Cloud. Over the next few weeks I will be posting discussion topics (8 total) to ...

3,237 views 14 19
Join discussion

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you
Atlassian Team Tour

Join us on the Team Tour

We're bringing product updates and pro tips on teamwork to ten cities around the world.

Save your spot