One SD project with 2 or 3 teams?

[David Antebi]

Hi,

What is the best practice to manage 2 teams in a SD project? (they need to have different SLA's and queues)  we have 2 teams in IT (tier 1,2)

[Angélica Luz]

Hi David,

Thanks for reaching out to Community!
You can create a custom field "Select List" and add the name of the teams, for example, and then create SLA and Queues based on this field. Or, you can filter by group, for example, "assignee in ("Team A").
It will not be possible to restrict access to the queue or SLA, you will have to choose how you will filter the tickets for the team and the team will have to know what is the queue for them and their SLAs.
If you will need more separated things, like customer portal, email channel, for example,  the best option would be to create a different project for each team.

Regards,
Angélica

[Meg Holbrook]

Hey David, the main thing to consider when separating projects would be: are you going to need different workflows. If the answer is no, you can likely stick to one project and be fine. Separate queues are done on a filtering basis. SLA's can be triggered on a filtered basis. 

Another thing to consider is, will the projects be sharing an email address or using different ones. If they're sharing an email, you're likely going to need to share a project unless you implement some third-party apps to handle the process (Jira Email Handler is purported to handle this, but I haven't tested it.)