I have way too many questions below, but am looking for any best practice for managing large numbers of agent teams. Thanks in advance.
Enterprise Agent Teams in JSD
We're a large enterprise on a trial of JIRA Service Desk Data Center that we're trying to implement. We're wondering how to best address the many support teams that we have, membership, their issue workload, and team assignment. I have seen "Organizations" of Customers. Are there organizations of Agents? Is that coming for JSD Server?
What is a good implementation idea? Is there a plugin we should investigate?
Ideas in Our Heads
Teams as dummy users? Do dummy user's consume an agent license? How do we track Agents as members?
A field as a flag for queues? How can optional notification be emailed based on the field? How is that managed once we hit hundreds of teams?
Soft Guiding Constraints
There are a few soft constraints that we'd like to steer away from:
We hopefully don't need a project for each team. There are a lot of teams in the support organization and we're concerned about the management of many projects if they're all working on the same issues.
There is only one view of queues presented in a project. At our scale we wind up with an awkwardly large list of queues. Plus a JQL filter for queues may not trigger email notification (that some teams might want) if an issue is assigned to them?
If any of those concerns are paranoid fears, a little reassurance would be great.
I'd advise you to talk to an Atlassian Partner or - given you're on a Data Center path - your TAM from Atlassian for some guidance around this. From my experience, if you take your questions to the table and invest a couple of hours to max 1 or 2 days, you should have all of this cleared out for you and maybe even be close to having the initial set up done.
Just a few things already:
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