Problem Statement
You want to use JIRA as a helpdesk solution. You have a multi-tier support structure (first, second, third-level support) and you need to support multiple services/products.
New support requests/incidents are recorded by first level support. If first level support cannot solve the issue it is forwarded to the next level.
Sometimes the initial classification is not correct and an issue must move between the services, so that a qualified person can handle it.
Solution
Benefits
- Intuitive zones-UI for managing Teams and Teammembers
- Selectbox or Autocomplete to select members of an already selected Team
- One single personalized dashboard for all developers (reduced maintenance for changes on dashboard or Teams)
Configuration
For details on how to configure Zones Plugin take a look at the Zones Administration Guide. In each configuration section below we provide links to the documentation on how to configure.
Customfields
| Customfield Name | Customfield Type | Configuration |
|---|---|---|
| Team | Zone Field | |
| Team Assignee | Zone User Picker | Depends on Team, No Zone Role restriction |
You may want to take a look at:
Edit and Selectable Zones Permissions
| JIRA Project Role | Edit Permission | Zones in Zone Field |
|---|---|---|
| Administrators | Allow | All Zones |
| Developers | Deny | Own Zones |
| Users | Deny | Own Zones |
You may want to take a look at:
Zone Role Mapping
| JIRA Project Role | Zone Role "Team Member" |
|---|---|
| Administrators | - |
| Developers | Map |
| Users | Map |
You may want to take a look at:
Dashboards and Filters
You can probably reuse most of your already defined filters. You just need to replace your currently used team selector with the following snippet:
Team in myZones()
You may want to take a look at:
Team/Zone management
You may want to take a look at: