Now Generally Available, Multiple Help Centers!

[Alan Skillings]

Thank you for rolling out the project restriction feature - Link service projects to a help center | Jira Service Management Cloud | Atlassian Support

[Yatish Madhav]

Thanks for the comment @Alan Skillings - did i/we miss something?

How are project restrictions in place? I can still find other open project request types between help centers :(

[Josh]

Hello. I see that this feature is GA but is it still being rolled out to organizations? Ours does not appear to have the options available that are described in the documentation and we're on the continuous release track.

[Alan Skillings]

@Yatish Madhav I have found in the testing that the Project Restriction features do hide forms and knowledge from the search and from being listed on the specific Help Centers. 

If you are looking for ways to restrict request types, you have to use other methods - 🎉 Announcing request type restrictions in Jira S... - Atlassian Community  We have done this a bit with our IT specific requests; these are only available to our IT staff and not the general customer.  

You have to really plan out your deployments and your security structure for customers to make this all work well.

[Yatish Madhav]

Thanks @Alan Skillings  - that is interesting. Thanks for that ... i didn't realise, but i made use of this previously but i did not put 2 and 2 together to use it in our use case for help center restrictions ...

Yeah, agreed on the planning - we have use grouping automated via the API to cater for this. Just need to test and use it now :)

@Tori Stitt was there a post/article/update/announcement about the project linking now availble on the help centers?

I'd like to subscribe to this if possible

Thank you

Yatish

[Raafi Mohammed]

Linking Projects to Help Centers is here!

Hi Everyone,

Following the release of Multiple Help Centers in July, we heard your clear #1 feedback in this comments section, as well as in other channels: provide the ability to associate / link specific projects to specific Help Centers.

Today, I’m excited to announce that the ability to link projects to Help Centers is now available in Jira Service Management Premium and Enterprise 🚀

As Jira admins / site admins, you can now link and unlink service projects to the additional Help Centers you have created. This gives you more control over where and how your customers encounter help resources and relevant information.

More details are in the community announcement I posted earlier today. Our newest update to Help Centers in JSM: Linking Projects to Help Centers!

To help you get started, I have recorded a Loom, walking you through the feature, explaining how to use it, and discussing its implications for the admin, the customer, and the agents. You can watch it here:

You can also head to the Help Center section inside Settings in Jira Service Management, and follow the instructions mentioned in the documentation page here.

We’d love to hear from you on what you think of this new functionality and how you're using or planning on using it! Comment on either post with any questions, feedback or tips to share!

[Yatish Madhav]

Great! Thanks so much for the comment, link and the Loom vid @Raafi Mohammed 

Can you confirm about the search section? Eg if a project is unlinked from a help center and i search for a topic or Confluence KB page or a request type from the unlinked project - it will no longer show in the search results, correct?

Thank you

[Raafi Mohammed]

Thank you @Yatish Madhav 

You're right! When you unlink a set of Projects from a Help Center, the Search functionality within that Help Center will not return any results from those unlinked Projects' help resources (KB Pages, Request Forms, etc.)

In other words, the search is scoped only to those Projects that still remain linked to that Help Center.

Hope this helps!

Thank you,

Raafi Mohammed
Senior Product Manager, JSM

[Janne Toivonen]

Thanks for adding the ability to link/unlink specific projects to a Help Center. Now, please, add the ability to associate only certain request types within a project to the help center.

My customers use case is to create a completely separate Access Request help center, and only display the access request related request types. Having a separate help center for access requests makes it possible to include context specific information to the help center. Information that would be unnecessary to display in other categories.

[Josh]

@Janne Toivonen you raise an interesting use case. Essentially, you'd be subdividing a portal into multiple help centers based on topics / categories (i.e. access requests)?

It seems like the value in this approach would be that the UI for portal customers could be tailored for specific topics while the back-end (including automation rules) would remain the same for agents. With this approach, I'm wondering what would drive the creation of new projects/portals versus new help centers?

[Karin Kennergren]

Hello, 

This is an great start of building awesome functionality, but as mentioned here, even if the preferred helpdesk is set on the user, their notification directs them to the request within our default help center. This is currently hindering us from using it at all, which is a pity since it is a gamechanger in our customer experience.

[Mauricio Heberle]

Great news