Best practice for multiple project first line

[Steeve P_]

Hi everyone,

I searched for a while but can't find a real answer... so , i come after some opinions / Ideas from this wonderfull community.

So far we got 2 JSM project running (one for Customer Service , other for IT service)

Problem is that our first line support is the same team on both.

They got have to Dispatch Issues on both project and / or work on them.

Problem is this one.

So far (before IT service was introduced into JSM) , they managed their work through Queues.

But as soon as there is 2 project involved, this seems to be useless.

We think of multiple way to "Re-think"' the way of working but can't be sure about a good one.

How would you handle this?

They says thay like the way that Number of issues show in Queue, and the fact that they can easily create several amount of them to handle their work properly.

We thought about filter , directly...But this seems less "User friendly" for them to work (and doesn't show / refresh amount of issues it self)

So...any advices? recommandation ?

Mostly , would like to avoid using another Add-on.

Regards

Steeve

[Thorsten Letschert _Decadis AG_ · Accepted solution]

Hey @Steeve P_ ,

We've built something similar for our app support using a Kanban board that includes all the relevant projects via filter. That might be an option if both of your projects use similar workflows (see https://support.atlassian.com/jira-software-cloud/docs/create-a-kanban-board-based-on-projects/).

Create a new Kanban board via %yourSite%.atlassian.net/jira/boards, add a filter or simply add your projects via the "Board from an existing project" option. Map your statuses from left (request creation) to right (request completion), customize the fields you want to see directly in the board view, and—if needed—use swimlanes to group work items by project for even better visibility.

Regards,
Thorsten

[Steeve P_]

Hi @Thorsten Letschert _Decadis AG_ 

Your idea seemed a good one.

But when I try to reach Boards from our site , says that it's restricted?

Is it only available for "Jira" and not "Jira Service Management" ?

[Thorsten Letschert _Decadis AG_]

Hey @Steeve P_ ,

I've just created a new "JSM-only" site to verify, and you're right. Users need a Jira seat to work with boards. However, the free tier should still be sufficient if the group of people using this "overview board" is not larger than 10 users (or for initial testing purposes).

[Steeve P_]

Thanks for all your replies.

So far we will "Step Back" a little and give each service their own dispatching until September.

It will give me few time to find "the best way" to do this.

Each of your solution got pro's and Con's ... and sadly they just want Pro's ^^'

Regards

[Marc - Devoteam]

Hi @Steeve P_ 

You could work in a single project and make the non customer request options only available for your internal company users, by setting request restrictions.

See, add-or-remove-restrictions-on-request-types 

Al your request will be in a single project, so no need for dashboards, filters and or a kanban board.

On a customer accessing the portal based on the restrictions set on request types, they will be provided with only their assigned options.

[Septa Cahyadiputra]

Hi @Steeve P_

Just to be clear, what you are after is to create a queue containing tickets from two projects that need to be dispatch to the appropriate assignee. Do I understand it correctly?

I would definitely design a dashboard that would meet your requirement where your first-line with land whenever they open JSM. This dashboard should have all the required tickets that need to be worked on through filter which include tickets from two project.

Hope it helps.

regards,
Septa Cahyadiputra

[Steeve P_]

Hi Septa ,

"Just to be clear, what you are after is to create a queue containing tickets from two projects that need to be dispatch to the appropriate assignee. Do I understand it correctly?"

This is correct.

I gave a try with a Dashboard as well , seems (as they told me) that the Dashbord got less function than filter or queue like , Assign multiple ticket at once for ex .

I'll have a try myself with it later this week too...to be sure it's not just "visual" and that something just need to be set up differently on dashboard for it to work.