Handling tickets from multiple locations

[Adrian Crawley]

Hi,

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?

[Patrick Haley · Accepted solution]

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.  

[Dirk Ronsmans · Accepted solution]

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

[Markku Miettunen · Accepted solution]

I have worked with this setup:

1. In the Customer Portal, Service requests include a Location field (drop-down-list).

2. Based on the selection, the requests are directed to corresponding queue/team.

3. Statistics and dashboards use Location for presenting various KPIs   

[Kishan Sharma · Accepted solution]

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.

[Cyrille Martin]

hi @Adrian Crawley 

You can use this app : https://marketplace.atlassian.com/apps/1216386/queues-for-jira-service-management?hosting=cloud&tab=overview

Regards,

Cyrille