I just started to use JIRA and i would like to seperate the service desk project to
multiple departments with different agents per department.
we have 4 sites on different location around the country and we want our customers will select their help topic or service and then will also select thier department.
the final step is make a filter that will assign the ticket on a specific agents or department :)
*we also want to make tickets visible only to their department*
The easiest way to separate all 4 departments in the intended way would be having 4 different Service Desk projects, each with its own Customer Portal's URL and, optionally, its own email address channel.
That way you would be able to easily set each SD project:
The approach of having just one SD project for achieving what you want is more complex, but possible:
I'd personally recommend the first approach, as it would be a much simpler solution and it wouldn't require your customers to select any departments on every ticket they raise.
Hope it helps.
I’m a designer on the Jira team. For a long time, I’ve fielded questions from other designers about how they should be using Jira Software with their design team. I’ve also heard feedback from other ...
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