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Can 1 Jira Service Management Project Accommodate more than 1 team ?

Hello Community,

I have questions in reference to the above subject.

My org already has the development team using the Jira Service Management - Service Project.  The development team had already configured their request forms, issue types, issue type work flows and SLAs.  The development team would not want their settings be changed.

I am tasked as an admin to on-board 2 additional support teams that have different services from the dev team, their services are completely different.  The issue types for the dev teams and the 2 additional support teams are more or less the same.  The work flow for dev team for the various issue types will not work the other teams.

In the existing service project, I know I am able to add the request types/forms for the 2 teams I am to onboard.  This will reflect on the customer portal.  But if I map the forms to the existing dev team issue types, does it mean I will use the existing form fields for these issue types.

The dev team and the 2 additional teams I am to on board have different request form requirements for users and for the different issue types.  The work flows for the various issue types also differ.

Is there a way to have both teams in the same service project or I will need a different service project?

Please advise here,


1 answer

1 vote
Mikael Sandberg Community Leader Feb 24, 2021

You could have more than one team in your JSM project, but since dev team and your other 2 teams will use different workflows my recommendation would be to create new projects for your 2 teams that you are onboarding. That way they can make changes to their project without effecting your dev team.

A follow-up question here, though I have checked and it seems it is not possible.

Can one add duplicate issue types similar to the default ones in Jira service project? Like have "Incident1" , "Service Request1" etc etc?

Maybe there is another way that I may not be aware of.

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