Front-end user vs back end user Service Management

[Chantilly Apollon]

I am working on building a scheduling web application where people that access the front-end will have a different role and different questions/issues compared to people that login and access the back-end.

• The front-end individuals do not login to the site and use it to make appointments.
• The people that login to the back-end set their availability for the clients to make appointments.

Can I make the widget help, portal, and knowledge base information customized to the different user types within one service project or do I need to make different service projects for the front-end vs. the backend?

[Joseph Chung Yin]

@Chantilly Apollon -

Welcome to the community.  Can I ask why you want to develop your own application while you can just use the Portal UI (out of the box for JSM) for issue intake + Project UI for issue processing?

Your customers will access the portal UI (front-end user access) to create the issues, and then your JSM agents will access the project UI (back-end users access) to process the issues created by the customers.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

[Chantilly Apollon]

Thanks...it looks like my question wasn't clear.

I am building a scheduling tool that allows people to schedule appointments for legal consultation. We are trying to use JIRA service management for the support (other systems at our organization currently use Intercom). So, we'll have people coming to the website to schedule an appointment with an attorney that will have questions about scheduling an appointment. BUT then we will also have the attorney that would have questions about how to reset their password or set their availability. I'm trying to figure out if I need to have two different service projects or if I can just have one service project that can be defined by user type for the scheduler as that is how Intercom works.

[Joseph Chung Yin]

@Chantilly Apollon -

Thanks for your updates.  In this case, I would recommend to setup different JSM projects to achieve what you want - thus user (customers) access can be separated properly using the JSM projects.

Best, Joseph

[Mark Segall]

Hi @Chantilly Apollon and welcome to the community!

My understanding of your environment is that you want to segregate the different types of users who may be hitting the portal so you'll definitely want to segregate them out into separate projects.