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Handling tickets from multiple locations


We are evaluating JSM and I would like some advice about how to set up the system to handle multiple locations.

We have 6 offices with local IT support staff, we would like to maintain a separate ticket queue for each of them, which the local team are responsible for.

We want to manage the tickets centrally and have the ability to escalate tickets from a one of the sites to HQ.

Is this possible?

4 answers

Hey Adrian, 

There are a couple of easy ways to do this. 

1. Set up a project and let users choose the office, then have an automation to assign it to the right queue for JSM agents. I do this in one of our projects where to auto assign issues based on state. 

2. You can set up different JSM projects for each office, which is a good way to handle it. I do this for our regional offices.  

Easiest way without any additional app is to just add a location / department field on your issue

You make different queues based on that field than. 
if you use a group picker and set them as ‘offices’ you can even just use a single queue and just add the agents of that office to the right group. 

setting the ‘office’ could be an automated rule or you can have a central office set that or have a queue where it isn’t set yet and make that a general responsibility 

HQ could also be one of those offices

0 votes
Kishan Sharma Community Leader Jul 25, 2021

Hi Adrian, 
Like Dirk and Patrick suggested you can add a field to select a site for customer, based on which you can create different queues in your project.

You can also use components/label functionality to escalate/transfer tickets from one queue to different queue or team.

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