How to de-couple 2 service management projects in 1 JIRA instance

[Els Van Kerckhove]

We want to set up 2 different service management projects in the same JIRA instance. It seems that the standard set-up for service management is so that the service management projects share a couple of features. If you change it for 1 project, it gets changed for the other project too. We don't want that, the projects should be completely separate. How can we achieve such a set-up? 

[Nic Brough -Adaptavist-]

Projects are mostly configured by schemes (and your service desks are project linked on a 1:1 basis - each service desk is a project).  The schemes are globally available, with projects selecting them.

What is almost certainly happening here is that your two service desk projects are using the same scheme for something.  So when you make a change to that scheme, it affects both projects.

To stop this happening, break out a second set of schemes and tell one of the projects to use the new schemes instead of the shared ones.

[Els Van Kerckhove]

Thanks for your prompt reply! I get the usage of different schemes but there are still a few features that I don't manage to decouple: user interface look and feel across service projects, some emial settings, and most importantly the management of major incidents - they go to Opsgenie and then show in all service projects. If a message is cereated oon the customer portal, it seems this will also show on all customer portals, even the ones linked to another service project. 

[Nic Brough -Adaptavist-]

Makes sense, there are a number of things that are global in Jira, rather than local to projects, and I think that's what you are asking about here. 

Jira tries to present a consistent UI or look-and-feel, and that flows over into the portals, they all end up looking very similar whatever you set up.  There are some apps that can give you a bit more flexibility on the look-and-feel of portals though - if you need something very different, I'd look to the Refined apps (in the interests of openness - I do not work for Refined, I work for Adaptavist.  But I have worked with Refined a number of times, found them to be really helpful, and count one of them as a friend, so I know I'm biased in their favour)

On the email side, I'm a bit stuck, I'm not sure what might be happening there.  Could you give us a bit more detail?  Maybe walk us through "send email with content X, it then behaves like Y, leading to an issue in shape Z"?

[Els Van Kerckhove]

Thanks Nic, we did some more investigation and as it turns out, we are able to manage. We just need to make some changes to the main portal, beyond that it seems we will be able to decouple all schemes as needed. We will also need to add some new fields even if they already exist but we want other entries for these (e.g. imact, urgency). The mail is ok too. For the major incidents though, we will not be able to use OpsGenie then, we'll set up a workaround for these.