One of my clients is planning to implement Incident Management on JIRA ServiceDesk. I've been analyzing the product, but I couldn't find the way to create support team queues so the Service Desk can assign tickets to other support teams (depending on the established escalation procedure).
Could you please confirm if this is possible?
might need more info here to get the best solution. Based upon what you have provided, I would recommend one of the following methods:
There are lots of things you can do w/ this depending on your exact needs/desires.
hope that helped.
Following up on your additional info provided.
So it sounds like you may not want the 'escalation' groups (IT Support teams) to interface with the customers (users) but rather only the SD agents. If that is the case then you could consider creating different projects for each IT support team. Then have the SD teams clone the issue when it comes in and move the clone to the appropriate project. You can then create automation rules to automatically resolve the original SD issue when the clone is resolved. On the other hand, if you want the Support teams working directly with the customer then one project with multiple components would be best.
p.s. when commenting back on answers it is best to make it a comment rather than using the answer field.
Well the custom field approach really won't work if you indeed want the service desk team to own the original incident and all customer communications but you want your tier 2 groups to actually work the issue to closure. This is why I suggested separate projects for each tier 2 group and using cloning. Having said that...another possible solution to consider...
Personally I like this approach but may not fit your needs. Lastly, and you may already know this, JSD can get pricey if you have a lot of agents. In my world I only have ~8 but we use JSW for our product development teams. This is where I use cloning and automation as discussed previously.
Yes, the client has several IT support teams, including the Service Desk.
The Service Desk is the single point of contact between the users and the IT support teams, so when there's an incident o request, the user contacts the SD who registers/categorizes/clasifies the ticket, and then escalates them to other areas of the IT organization (for example, Networking).
What I need to do in JIRA SD is to allow the Service Desk agents to assign (escalate) tickets to the other support teams (by creating support groups or "queues"), so they can work on them and resolve them.
Please let me know if you need additional information.
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