Hello, I'm looking for some guidance on Jira Service Desk where we currently have support queues set-up in our ITSM tool by location and or software specialty. Can you provide some guidance on what is preferred way to set-up the structure of Jira Service Desk. Your feedback is greatly appreciated. I understand that a Project is considered a support group. I just want to understand if you could transfer incidents across multiple support groups. This is the case where incidents may come into the helpdesk, but would be transferred to the proper support group.
If I understand correctly, you have JIRA Service Desk and would like to know how to transfer work from one working group to another.
For me to proceed, may I ask if all users who are working on the issue JIRA Service Desk agents(all of them have JIRA Service Desk licenses)?
If no, then my suggestion is as follows:
Also, if no (SD license) and the task is moved permanently to a new team, you can communicate this to the customer and close the ticket after some sort of handover.
If yes(All users have SD License), you can:
An alternative even if yes is to have the same process as I described above but instead of creating a linked issue, you can even move the ticket to the new project.
The thing is there are lots of ways to handle this.
For me, the best practise is often as much as possible,
Hope it helps.