Different Queues for different clients

Hi There


I am currently Trialing JIRA Service desk. I have created a service desk project. If we have different teams for different issues eg. Applications and data services teams and IT Support Teams how do i go about creating different Queues for these teams so that when i triage a ticket i include the team and on top of that how do i associate the ticket to certain clients? 

So 2 ticket comes into the service desk and they are both from different clients and 1 needs to go to the data services Queue and they need to know which client it has come from and the other ticket needs to go to the IT support/Infrastructure team and they need to know which client. How can i triage those? Do i need to create different service desk projects for those different Teams? How does that effect SLA's when moving between different service desk projects if that is the case?

1 answer

1 accepted

Accepted Answer
4 votes

Hi Andrew, 

I have used only service desk project for all my clients. And I segregate the services with components, and for tickets I create a custom field 'Company' and setup the values with the names of the customer's company. Also I have used the kanban board to manage better, but you can setup the queues too.

But, you can create two or more services desks too.



Suggest an answer

Log in or Sign up to answer
Community showcase
Posted Sep 18, 2018 in Jira

What modern development practices are at the heart of how your team delivers software?

Hey Community mates! Claire here from the Software Product Marketing team. We all know software development changes rapidly, and it's often tough to keep up. But from our research, we've found the h...

23,833 views 2 7
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