How to call on another service to manage a request

[Mélanie Liguet]

Hi, 

I need your suggestions because I can't find a solution.

We are trying to implement JSM for our company's IT support.

Sometimes, the IT team needs to call on another service to manage a request.

the IT team is the only one to have access to the JSM project for reasons of confidentiality.

For the moment I have created an "escalation" status, on which you can select a team in a transition screen. This team is notified by email.
but then the team should only see the ticket they are needed for.
This is what I can't do. any suggestions are welcome

regards,

[Rebekka Heilmann _viadee_ · Accepted solution]

Hi @Mélanie Liguet 

You could use Issue Level Security. If you have a lot of Service Teams that is a pain to manage and debug though.

Do the Service Teams have their own Jira projects at the moment? 

You could create Automation rules that create issues in the Service Teams' Jira projects (depending on the Team field) and possibly sync the new issue and the JSM request. You can sync comments and status back and forth, but that requires multiple rules.

If they can work on the issue in their own project, visibility and permissions is managed in their own project rather than the JSM project.

[erik lebel _PromptService_ · Accepted solution]

hi,

you may be able to leverage the "Issue security permissions" as described here.

[Mélanie Liguet]

Thank you for your answers. it works very well with "Issue security permissions" .

no possibility to allow the escalation team to change the status?

now, I have created an "escalation" status, on which you can select a team in a transition screen. the escalation team only sees these tickets with "Issue security permissions".

The escalation team are not agents, just customer with jira software licence.

Regards,

[Rebekka Heilmann _viadee_]

Only JSM Agents can transition and edit issues. Jira Software Users can View and Comment internally - nothing else.

[Mélanie Liguet]

Thank you for your answers,

I'm going to take a closer look at Issue Level Security.

Currently, the teams to whom we can delegate have Jira software projects. I could therefore do an automation which creates tickets in a project depending on the team.

regards