Hey Everyone

We face multiple challenges when trying to integrate Jira Service Management:

• Users (JSM Customers) do not know the difference between an incident and a request. And they don't want to know, they just want a button to create a ticket and the ITSM system needs to be able to process what it is and put it into the right teams responsibility.

• Users (JSM Customers) do not know what they want, and they will most certainly address the wrong teams and those teams then need to find a solution for the JSM Customer. Closing a ticket and telling them to open a new ticket at another place is also not a solution. 

• In a DevOps world, there is not one single team responsible for all requests and incidents. There are multiple teams working interdisciplinary and they always have too much work and no time to care for any user requests or incidents. We need to make this as easy as possible. We currently have the challenge that we have a First Level Support for Business and a First Level Support for Office-Workers, as well as a plethora of digital Product teams (responsible for more than 500 applications) divided in JSM Service Projects. We cannot make just one Service Project for all the teams, because we want to have channels where the right people can address the right Service Projects, and we also want to have the right Service Projects for the distinct Service Requests like ordering a new Server or Set of Firewall rules that have a limited outcome.  

• Customers are angry, Agents are angry and we need to find some kind of common ground on how we can setup the interdisciplinary work between the different service projects. 

All these things would be possible or at least facilitated by the integration of this feature request. 

Kind regards, 
Severin

a1217920d496 any update on this since the below from ldeutsch  please? There are changes we'd like to make to how we use our Jira Service Management that would produce efficiency gains ONLY IF this were delivered, as the downside of having to ask agents to manage multiple queues might outweigh the upsides if we can't have this. Whilst I realise that there might be more to it technically, to my mind a queue is just a type of Jira filter so it seems strange to me that this isn't supported OOTB? 

Thanks, Tom 

 Collapse comment: Liron added a comment - 04/Mar/2021 10:00 AM

 added a comment - 04/Mar/2021 10:00 AM
Hi everyone,

Wanted to be clear and transparent that whilst this is top of mind and is a consideration for future, it is not something currently in our near term roadmap.

We will check on this again in roughly 6 months time.

Thanks!

Liron

If I can do this on a dashboard widget, it makes sense to have this ability from within the project queues area. Would love to be able to tie related projects to one another like a Project board and a Service Desk so my agents can see all their assigned tasks that are project or issue related.

This is so much needed

The constant need to remind people about "the other project" is creating overhead for management. If you have an all-purpose service desk where agents serve internal and external requesters you quickly end up in the same position as we do. People are visual by default and need to see all their assigned tasks when they enter the service desk whenever they start their work.

Would also love this!!!! Extremely difficult to work around. Currently using a ton of messy automation rules to make things work

The enforcement of "This queue is already filtered by" when defining queue views within Service Requests is also a problem when setting up a dedicated view for sub-tasks for a specific purpose.

We have a New Hire request type, these issues spawn many subtasks, to be handled by different teams. This includes a sub-task for account creation for our ERP team.

I'd like to have a dedicated view on these sub-tasks specifically for the ERP team, so they quickly can see only those sub-tasks and nothing else.

A simple JQL like issuetype = Sub-task does not work , because any view inside Service Requests is already forced to "Ticket category" = "Service requests" , which means you cannot show sub-tasks only. 

All agents are working inside Service Requests section, it makes no sense to set this up in Queues (to avoid the pre-filtering) - very use unfriendly.

Help?

how come we still don't have this ?

This is something we would definitely need.

It stops our agents having to juggle queues in multiple projects.

Hi everyone,

Wanted to be clear and transparent that whilst this is top of mind and is a consideration for future, it is not something currently in our near term roadmap.

We will check on this again in roughly 6 months time.

Thanks!

Liron