Integration 2nd/3rd Level Support ITSM

[lh_2023]

Hi there,

I am quite new to the topic Jira Service Management but do have a fundamental question concerning the integration of the 2nd and 3rd Level Support with Jira Service Management. We have the following:

• 1LS (Service Desk) is using Jira Service Management
• 2nd/3rd LS (other department) is maybe using Jira Software (most of the developing departments) or doesn't use a Jira product

What is the best way to enable the agents of the 1LS to assign the tickets to agents of the 2nd/3rd LS without giving them access to the whole project? Conditions:

• 1LS has the end-to-end responsibility, e.g. must have access to the ticket
• 1LS doesn't has access to the Jira Software projects of the 2nd/3rd LS
• 2nd/3rd LS only have access to the tickets they are assigned to

I already read something about creating a linked ticket in the Jira Software projects of the 2nd/3rd LS? If this is the only way to handle with, does that mean that every team that is involved to the 2nd/3rd LS needs to have an own project? Are there any other ways?

Thanks a lot!

[Jack Brickey · Accepted solution]

Hi @lh_2023 , welcome to the community and to JSM.

The most common way and recommended way of doing this is as follows.

• never move a JSM issue to JSW. The reason for this is that it will break the connection with the customer if the JSW assignee is not an actual agent of the GSM project, which you generally do not want to do.
• when a JSM issue needs to involve your software team that is using JSW then you should use the "create linked issue" to create a JSW issue that is linked to your JSM issue.
• You can, if desired, use automation to have the JSM issue updated as the JSW issue is updated.
• if desired, the user assigned to the JSW issue can add internal comments to the JSM issue. However, they will not be able to add an external or public comment. This is left to the JSM agent to be the primary interface with your customers.

Let me know if you have further questions.

[lh_2023]

Thanks very much for the quick response. It helps a lot. Are there recommended ways of integrating a 2LS-Team not using JSW without access to the whole JSM-project?

[Jack Brickey]

Generally speaking, if you are an agent of a project, then you have access to all issues in that project. However, there is the capability of using issue level security schemes to restrict who can see what issues. I don't generally recommend this, but there are valid scenarios where this is a good idea. It all depends on your requirements. The question you need to ask is do you really need to hide issues from agents or do you want to simply ensure that agents are only working on the issues that are appropriate to them? If it's the latter, then you can surely do this using queues. You can create a workflow that is used to escalate issues from tier 1 to tier 2. For example, tier 1 can escalate an issue within the same JSM project to a tier 2 agent. If an issue needs to go to software (tier 3), then that is where you would use create linked issue.

[lh_2023]

Okay thanks - that helps a lot too. So there is no option like forwarding a ticket just to an email adress to person A and person A can comment the ticket just by answering the email? I've seen such things for other ticketing systems. IMO that would be a nice option for those tier 2 agents that are dealing with a very small amout of tickets.

[lh_2023]

Hi,

we now got a bit more concrete, so the situation is as follows:

We (1LS) have a JSM-project (Service Deak) and there are about 15 teams in 2nd/3rd LS having either a JSM- or a JSW-project. We (1LS) have access to all of the 15 projects, the other teams don’t have access to our project. 

To route an issue to a 2nd level agent, we create a linked issue in their project. Further we have a global automation rule to habe our issue updated when their issue is updated. 

Question 1: Am I right that we need such an own automation rule for each of that 15 projects?

You wrote „if desired, the user assigned to the JSW issue can add internal comments to the JSM issue. However, they will not be able to add an external or public comment.“

Question 2: How can I enable the 2nd LS to make comments on this? 

thanks!