Share one JSM project or create multiple?

[George]

Dear community,

Our use case:

Client Support team acts as 1st line support. When it's needed it, they escalate issues to 2nd line support teams : Consulting Team, Infra Team, etc. And we have a 3rd line support team as well which is the Software Development team. 2rd and 3rd line support should be able to interact with the customers directly on the issues which are escalated to them and close the issues when they are resolved. In our case, what is the best structure for our JSM setup?

1. Setup one JSM project and make the team members of all teams agents. Setup different queues for different teams: Queue 1st Line, Queue Consulting, Queue Infra, Queue Development. In this case, one customer support portal will be used. When an issue needs to be escalated, just assign it to another agent. Will the issue move to the queue which the new assignee is responsible for btw?

2. Setup multiple JSM projects. Basically, one JSM project for each team. However how the escalation will look like, cloning issues or moving issues to other teams? And how to make sure customers can only see one JSM project which is the 1st line support. I guess if an issue get moved to another JSM, it will disappear from the customer portal?

Which option is the right one? Any advice would be much appreciated.

[Joseph Chung Yin · Accepted solution]

@George -

It is recommended to keep simple - One JSM project where your Tier 1, 2, and 3 team to work within one project.  You can create automation or customize your JSM project where each tier team (when escalating issues to a different team) by updating issues metadata as needed.  Afterward, you can use the metadata value to create different queues (JSM manages issues by queues) for the different teams to manage the same issues in their appropriate queues.

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

[Lola Swift]

@Joseph Chung YinHi Joseph, is it technically feasible to achieve the same with option 2?

[Lola Swift]

Many thanks Joseph for the advice. Possible to do it with multiple projects and how?

[Joseph Chung Yin]

@George / @Lola Swift -

Yes, you can but it is more complex in properly design the relationship among multiple JSM projects.  Example - Issues created in project 1 and then escalated to Tier 2 project, you will then need to decide that when Tier 2 project team resolves the escalated issues, how do you want to do with the originally issues in project 1?

It is not a recommended solution to clone the Tier 1 issues to Tier 2 issues because cloning can only happen within the same project.

Best, Joseph

[George]

@Joseph Chung YinMany thanks for the advice and for the explanation.