Hierarchical set up for customers

[Monica Joseph]

Hi,

I'm migrating from Solution Manager to JIRA. In Solution Manager we had a manger view set up for customers. For example, the Finance team's manager was able to view the tickets for all her team.

I could not find a similar hierarchy option when setting up an organization for customers.

Can someone please guide through the available options.

[Jens Schumacher - Released_so]

Hi @Monica Joseph , 

Jira is extremely flexible. Which means there are multiple ways to set projects to meet your needs. Your question doesn't have quite enough detail to make a concrete suggestion, but here are a few options you could consider: 

A project for each function / team

Projects are the best way to control access to larger number of issues/tickets. If access control is a concern, you might want to look at giving each team of function their own project. However, if there is a lot of collaboration between those teams, it could be better to have a shared project. 

To organise the projects, you can use project categories. Here is a great post on the topic.

Hierarchy / grouping within a project

Within a project there are multiple ways to slice and dice issues and create different views. You could use categories, labels or custom fields to group a set of issues. 

There are also a number of apps available that extend issue hierarchies. https://jxl.app is one example that we like.  

Hope this gives you a good starting point. Please let me know if you have any concrete questions or requirements and I might be able to give you more detailed advice. 

Cheers,
Jens

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[Monica Joseph]

Hi Jens

My concern is regarding the customer portal view, not related to issue view for service desk team. I want the customer manager to be able to view incidents raised by her team.

The number of issues is considerably small so different projects does not make sense.

Thanks

Monica

[Julie d_Antin _Elements_]

Hi @Monica Joseph Have you tried creating a queue?

[Monica Joseph]

Hi Laura

Thank you for replying.

How do I get a queue created for the customer portal?

Regards

Monica

[Jens Schumacher - Released_so]

Hi @Monica Joseph

To clarify the question, are you looking to add a manager view to the portal? 

It is possible to group requests in the portal by organisation. But I don't think it's possible to limit the view to one person in the organisation. 

To provide a view for each manager, that only that manager has access to, queues within JSM are probably the way to go. 

Cheers,
Jens

[Julie d_Antin _Elements_]

@Monica Joseph Here is the documentation for how to set up queues: https://support.atlassian.com/jira-service-management-cloud/docs/triage-customer-requests-for-your-agents-with-queues/

Being familiar with JQL will be helpful for that, and you might be interested in this free course to learn JQL: https://university.atlassian.com/student/activity/1225443-intro-to-jql-in-jira-software-course-description?sid=7c6a9116-826f-4399-bf5f-856efdf495f7&sid_i=7