Jira Service Management: How specific teams can be defined?

[Michał Cierniak]

Dear community,

I'm looking for a clever tips / inspiration on how you have established/defined the specific teams in your JIRA environment (most preferably using ITIL methodology)?

Landscape:

- Let's imagine you have multiple number of projects

- These projects are being serviced by L1 and L2 lines of support

- Within these lines of support - there might be a different teams (tech consultants, business consultants, developers) dedicated for picking up customer's tickets

Objectives:

1. Furtherly i'll need to create a specific kanban boards and dashboards which are based on dedicated filters and fields, so the teams must be feasible to filter out by JQL query

2. Each JIRA ticket on the same status (e.g. In Progress) can be under different team's investigation