Projects

In general terms Projects equate to a team but there are a few different approaches that may be suitable for different situations...

1. One Service Desk Project. All tickets go into the same Project. Separate queues for Incidents, Problems, Changes etc. All Support staff handle all tickets. Separate queues can be created to filter tickets for each team but this soon becomes unwieldy where there are lots of teams.

2. One Project per Team. All tickets for a specific team are grouped together with separate queues for Incidents, Problems, Changes etc. Works well for the team but can be more confusing for end users who will need to decide which team to raise their ticket against.

3. One Project per ticket type. All Incidents go to Incident Project, all Changes go to Change Project etc. Each team has their own queue based on a filter of all tickets in the Project. You will need to decide how to filter. One option is to use a custom field containing team name, or technology types supported by specific teams. Allows for front-line "triage" team (who could also populate custom field). Keeps things simple for end-users.

Next-Gen vs Classic

Next-Gen Projects offer a more devolved approach to Project creation. This reduces complexity and the need for Projects to be managed by a Jira Admin but risks inconsistency across Projects.

The default when creating a new Project is a Next-Gen Project. If you want to create a Classic Project browse to an existing next-gen project and go to: Project Settings -> Advanced -> "Create new classic project".

Bibliography