Project Creation

[Anwar]

Hi,

We just signed up for Jira Service Desk, and would like to know what are the benefits of creating multiple Projects.

Below is our scenario

We have a small team, who looks into all customer issues of different versions of the software. Usually the Administrator, Project manager or General manager will evaluates the pending points and assigns it to appropriate agent.

Any suggestions, tips or recommendation how we should go for it. 

We are still in the configuration phase.

How will all the queues will be listed, if the project manager, administrators want to assess the open tickets. Do they have to jump from project to project.

Regards,

Anwar Shaikh

[Jack Brickey]

My first question is whether you are using Jira Software (JSW) or Jira Service Desk (JSD). The reason I ask is that you have opened this in the Jira collection but you mention queues and customers which are typically JSD terms. Regardless here is so,e input that might help you as you grow into the Atlassian portfolio.

• In JSW I have projects that equate to products but also for initiatives or unique processes. Examples: Corrective Action project for ISO CARs and PARs, White Glove project for Onboarding new customers, New Product Introduction. So basically I have software projects associated with each unique application and business projects associated with processes and initiatives.
• in JSD I have projects based upon functions or jobs. Examples: IT, Facilities, Staffing, Logistics, Customer Support, etc.

[Anwar]

Thanks @Jack Brickey for the details we are using JSD.

If we create separate projects, will the agent or the project has to go in each project to view the queues or they will see all irrespective to the project.

Also can we attach customers to each project, and later can we switch the customer to another project with maintaining all the history of the old queues.

[Jack Brickey]

cleaning up old questions that have fallen thru my radar...

Queues are per project and Agents are per project so the Agent must navigate to the specific project to see their queues. That said, if you have JSW as well then the agent could create their own Kanban board that combines all their various projects into a single view. Also consider these alternatives:

• a saved filter that covers all issues assigned to a user (agent)
• a dashboard that illustrates all issues assigned to a user (Agent)
• and addon - i know there is one out there that will combine the agents queues into one view