Teams in Jira Service Desk

[Michael Palmer-Gee]

Hi,

We are evaluating Jira Service Desk and I'm struggling to find out how to group people into Teams.

On the Queues screen under Assignee it says "Enter people or team...". We want to be able to add a team rather than a person during any reassignment.

An example of how we want to work might help...

We want all initial contact to go to our Service Desk team who will be able to deal with most common issues (e.g. password resets) themselves and resolve the ticket. If they need to escalate to 2nd line support we want them to be able to reassign the ticket to a team. Someone within the target team will then allocate the ticket to themselves, or the team lead will allocate to someone else in the team.

We have been experimenting with having each team as a Project. This works well for a lot of things (Changes, Problems, automated incidents from monitoring tools) but if the tickets that need to be triaged go to the Service Desk team Project then it doesn't seem particularly straightforward to reallocate that ticket to another team Project (for example, "moving" it from one Project to another doesnt feel like it should be an everyday kind of task, but perhaps I'm wrong).

Any insights into how others are handling this type of situation greatly appreciated.

Thanks

Mike

[Mike Bowen · Accepted solution]

HI @Michael Palmer-Gee 

The word team is a little deceiving. Enter people or team... means signing them up to a licence to be a service desk agent.

Jira Service Desk doesn't really use teams as you are describing. 

The way I use JSD is as follows:

I've set up Customers into Organizations as we have multiple customers around the world.
They access our Customer Portal where we list a number of Request Types and Issue Types.

All requests arrive in the All Open Requests queue initially in Jira Service Desk, where a 1st line agent on duty assesses the requests and assigns them to the right agent or organization queue (these request are not assigned because there could be a number of agents looking after the queue). 

Some of our agents look after specific organizations because of their skill set, while others look after 1st line or 2nd line requests regardless of organisation. 

Let us say a request moves to an organization queue. Someone in that queue will assess the request and assign it to themselves or to another agent. Normally this is a 1st line agent.

They will try and solve the issue and get back to the customer. If they can't fix the problem then they will assign it back to the organization queue or communicate internally with a 2nd line agent and or assign it to them. This is how requests are escalated internally. 

This process works very well. Over time agents move from Organization to Organization to increase their skill set and thus get to deal with lots of different types of requests. 

Moving between Projects.

Our front line agents work primarily on Jira Service Desk with the customers, but there are many times when they need to escalate an issue to our Dev Team, in which case they create a separate Jira request in a DEV Jira project. These requests are linked to the JSD ticket. Developers may have to produce a fix or patch or push out a new release but all that is handled in the Jira Project and Developers never communicate or interact with the customer. Once they have sorted out the problem, they update their request in the DEV project, which notifies the agent that their ticket is resolved or has an outcome and then it is up to the Agent to communicate that back to the customer. 

-Mike

[Michael Palmer-Gee]

Hi @Mike Bowen 

Thanks for the response, that's useful information.

I'm not sure that the concept of multiple organisations would fit with what we are trying to do with IT support (although it might be a good idea for our non-IT support teams).

So maybe I need to turn this on its head and rather than taking the approach of multiple Projects (each corresponding to a team) each with an Incident queue, Change queue etc. perhaps I need a single Project with a separate Incident queue, Change queue etc. for each team.

Let me experiment with that.

Thanks

Mike

[Michael Palmer-Gee]

I subsequently found this thread...

https://community.atlassian.com/t5/Jira-discussions/Assigning-a-ticket-to-a-team/td-p/584627

... which supports the queue based approach.

We are currenly still experimenting with this, but it does seem like it may solve our problem.

Thanks for nudging me down that path

Mike