Jira Service Desk - Muti-tenancy in the same project

[Miguel Santos]

Hello all,

Is it at all possible to implement mutiple "tenants" (if you can call them that) in Jira Service Desk?

What I mean is: I want to have a single project, that has 3 teams (Helpdesk, 1st Line Support, 2nd Line Support) and I want that people from those 3 teams only see issues that are attributed to their group and not all issues in the project.

Thank you.

[edwin vasquez · Accepted solution]

Hello Miguel,

There are multiple ways to do this. You could set up components for Help Desk, 1st line support, and 2nd line support. You can then set up queues that are labeled the same as the 3 new components and then enter a query that will only look for issues with the specific component.

In regards to the visibility, you could create 3 project roles for the 3 levels you want. You can then create an issue security scheme with three levels of security. You will then assign those 3 projects roles individually to each Security level it requires. 

You can test around and play with a couple of different configurations, but this is came to mind and I've seen multiple people do. Although, the visibility is not as common as most like for different teams to view different queues. 

Let me know if this helps or answer your question.

[Miguel Santos]

Hello Edwin,

Thank you for your detailed reply.

I see how that would be possible, I have yet to play around with Issue Security but I will give it a shot. 

Just one more question: This "single project architecture" is the recommended for tracking issue through a workflow, correct? Or is it and better way of going about it?

[edwin vasquez]

I've seen it used both way, single project and multiple projects. The multi-project was used when each level had their own manager and each had their own SLAs, reporting, and different workflows and it was just easier to manage. I also seen where the single project and multiple queues format for multiple team and support scenarios. In the end its what make sense to your team and what is easier to manager. 

[edwin vasquez]

Hope this answers your question :-D

[Miguel Santos]

Hello Edwin,

Yes, it very much does answer my question. I appreciate your time and I thank you for the help.

Cheers!