How do I setup multiple IT teams?

[Dave Benson]

We have multiple teams within IT that we would like tickets to be able to be assigned to. What is the best practice for setting up multiple teams in JIRA service desk?

[Alex Gay]

Like Ege Su Inan, we are using a custom field 'Teams' linked to Insight. 
(https://marketplace.atlassian.com/apps/1212137/insight-asset-management-for-jira) 

All incidents and service requests are in 1 single project that we can assign to a specific team (insight object).

The Dev teams have their own kanban or scrumboards where those incidents are visible for them.

On the portal we have also some forms where incidents are Sr are directly assigned to a specific team without having to be handled by the service desk.

All IT users have a SD agent license as they should be able to respond to their customer / stakeholder.

[Ege Su Inan]

Hey,

I would recommend to use a select field called(IT Teams).

We are using Insight plugin for this, each category on service desk portal has different teams so it goes automatically.

Cheers,

Ege Su

[Jack Brickey]

@Dave Benson, welcome to the Community. The answer depends on more info TBH. Can you share more about what you mean by multiple IT teams? Are the customers different? Are the 'products' supported different?

Some example thoughts...

• If the agents (IT teams) are different AND the customers are different AND the type of support (request types) are disparate then I would create unique Projects in JSD.
• If the agent are different BUT the customer base is the same BUT he type of support (request types) are disparate then I would create a single project w/ Request types Grouped to align w/ the agents (IT teams) work.
• If the agents are different AND the customers are different BUT the request types are the same or similar then I would likely create a single project with multiple Organizations to reflect the separate customers.

Other things to consider:

• do you want your different IT teams seeing the other IT team's tickets. would it be an inconvenience to combine them or would it be a permissions violation?
• will the SLAs be similar? if so one project fits well but multiple projects can also work.
• multiple projects = more administration

Hope this makes some sort of sense. If you provide more details on your scenario I might be able to provide my recommendation.

[Dave Benson]

Thanks - The customer base is the same, however the incidents are different. So for example, if a end user's laptop breaks then that ticket needs to go to our "service desk" which is a set of agents. If a end user is having an issue with a specific application, then that incident needs to go to our "applications" team which has a different set of agents.

The SLAs will be similar and I don't really care if the agents see each other's ticket queues. We also do have instances where incidents will get moved between these teams.

Ideally I would like to have a set of agents notified when a specific incident type comes in, and then have a queue to work from so they know what incidents are there for each team to work.

[Jack Brickey]

• you definitely want a single project.
• create groups for requests in the manner that makes sense to customer.
• create queues for your agents placing all request types that belong to each IT team, e.g. phone, printer go to Team 1; facility access and lighting go to Team 2; etc...
• each IT team needs to triage their team's queue to get them assigned to an individual.

[Jiri Kanicky]

I created a custom field TEAM (single select).

I created automation - when the the TEAM changes, I change Assignee to unassigned.

I have queues filtering the TEAM field.

[Raynard Rhodes]

Our approach is to give those who directly interact with customers Jira Service Desk Licenses and anyone else who work on issues but does not directly deal with customers get Jira Software licenses.

We also use automations to "escalate" issues to other IT teams if necessary by copying the relevant information (Description, Summary, Comments, Attachments, etc) and linking the two.

Each team would get their own project to limit confusion.

[Dave Benson]

Thanks - all of our users will have JIRA Service desk licenses, just some issues need to go to one team and some issues need to go to another. If we create separate projects, can incidents be transferred between different projects?

[Raynard Rhodes]

You can move an issue between projects, but since we want everyone to get credit for doing their part we duplicate the issue.