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.
Badges are a great way to show off community activity, whether you’re a newbie or a Champion.Learn more
Hi Atlassian Community! My name is Shana, and I’m on the Jira Software team. One of the many reasons this Community exists is to connect you to others on similar product journeys or with comparabl...
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!
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