Can the portal in service manager create tickets in other projects?

[Florence Urquhart]

do two separate portals have to be created for the service desk and the jira board or can they be integrated?

[Joseph Chung Yin]

@Florence Urquhart -

Welcome to the community.  Please clarify your exact ask, so we can assist further.

NOTE - JSM is different then Jira board (Jira Software).

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

[Florence Urquhart]

Hi Joseph,

So the question is can we have one type of portal that adds change and incident to service manager and also to the jira board

or do we need to have two separate portals, one for jira board and one for jira service manager

essentially, can the service desk and the board be connected by portals

[Joseph Chung Yin]

@Florence Urquhart -

Just to confirm when you mentioned Jira board that you are referring to a Jira Software project?

If so, then you can customize your portal project (This is for JSM project) via automation rules or WF customization.  Example, when issue raised via the JSM portal, an issue will also be created in the Jira Software project.  You can issue link the JSM issues with your Jira Software project's issues.  Thus, established the connection.

NOTE - Customers of your JSM project, by default, will not have access to your Jira Software project.  Jira Software project requires a separate license.

Best, Joseph

[Jack Brickey]

Portals and projects have a 1:1 relationship. What exactly are you trying to achieve? Maybe there is a solution.

[Florence Urquhart]

Hi Jack,

so essentially, can the service desk and the board be connected by portals

eg. can the portal in service desk create a ticket in the jira board

or do we need 2 separate portals

[Jack Brickey]

Hi Florence,

To be clear you don't create issues in a board. Rather a board can display issues based on the underlying filter. So if initially was created via the portal then the issue Will be displayed on a board if the if you created matches the filter. For example, Let's say you have a board that is defined by the following filter...

project = xxx and label = yyy

Then if it is she was created in project XXX with a label YYY then that issue Will show on the board defined by that filter.

Based on your question I think there are some misunderstanding on how the product works.