JSM for different clients

[Cinchana Pushparaj]

Hi Jira Community,

I’m new to Jira and have only used it from a user perspective. However, I’ve now been tasked with rolling out Jira Service Management (JSM) for my company.

My company builds Salesforce solutions for our clients and we have 30+ clients and we serve multiple clients with similar to different needs. Currently, we create a separate Jira Service Management board for each client to manage their tickets after go-live, and we also have individual Jira projects for project implementation. However, this approach is causing challenges in triaging. I have to navigate to each project’s service management board, assign tickets to users, and track progress across several boards.

Instead, I would prefer having a single centralized board where I can manage all the tickets. Each client should have access to their own tickets + their team created tickets without seeing other clients' tickets, as they belong to different companies. From my company’s standpoint, I need a board that allows me to triage, assign tickets, and track progress in one place. Additionally, I’d like to easily identify tickets by project name, perhaps using labels or another method, to filter and sort them by client. 

As a solution, I’ve created a single Jira Service Management board, but I’m unsure how to differentiate between different projects. Should I be using labels for this? Additionally, how can I ensure that Client A can’t see Client B’s requests and vice versa? Ultimately, I want each client to only see the tickets they or their team have created.

TIA

[Walter Buggenhout]

Hi @Cinchana Pushparaj and welcome to the Community!

I see both your enthusiasm to improve operations at your company and drive to get this implemented. But I also see some struggles with the basic concepts of JSM.

Before you start building stuff in JSM, go through this JSM learning path in Atlassian University to get a good understanding of its basic concepts. I am pointing that out as I see you struggle with the concepts of a board, a project, permissions and bringing work to the attention of the right people.

Once you're there, what you'll need to do at minimum is:

• create a single JSM project that will act as your customer support service desk;
• define organisations for your customers inside JSM, which you'll be able to group requests on by customer internally and leverage for your customers to see requests raised by co-workers of their organization;
• configure the customer portal, which is the interface customers use to raise tickets;
• configure queues for your internal teams to find and progress the raised tickets;
• configure permissions properly so your service desk agents can work on tickets and customers can raise tickets

Additionally, you may also need to:

• configure SLA targets to help you track your contractual agreements with your customers;
• leverage automation to sync work that needs to planned with internal teams to internal Jira projects
• ...

On a final note; even if you add multiple customers to a single JSM project, the restriction that they can only see the tickets they created is built-in by default. Permissions allow you to specify who they can share requests with. You can restrict that so they can only share tickets with members of their own organisation.

Setting up JSM properly includes a significant number of steps. Should you get stuck, you can always reach out to an Atlassian Solution Partner near you for support.

Hope this helps!

[Septa Cahyadiputra]

Hi Tia,

Welcome to the community. Allow me to dissect your question on by one to better understand it.

"I need a board that allows me to triage, assign tickets, and track progress in one place."

I probably used Dashboard containing gadget that pull the information from filters you created. Filters could be created per project so you could identify it easily. Also, make sure you include the ticket id which contain "Project Key". This way you could easily identify tickets that comes from different projects.

"Additionally, I’d like to easily identify tickets by project name, perhaps using labels or another method, to filter and sort them by client. "

As mentioned earlier, each ticket identified by ticket id that contain "Project Key" such as "ITS-1234". Here the project key is ITS. Could you please elaborate on why you aren't able to identify tickets easily with the ticket id so we could better understand your issue.

"Should I be using labels for this?"

If the ticket id is not sufficient for you, I would recommend custom fields instead of labels. 

"Additionally, how can I ensure that Client A can’t see Client B’s requests and vice versa?"

By default JSM customer can only see tickets that they created and tickets that they have been added as a participant. You could configured the permission of Jira in more details if needed. 

Hope it helps you get started on this.

regards,
Septa Cahyadiputra