Manage Multiple Customer in one JIRA Serivce Management

[Mahdi CHIHAB]

Hello Community,

I would like how it could be possible to manage multiple customers in one JIRA Service Management:

• Is it possible to have one portal per customer?
• How do we handle SLAs for each customer?
• Can we restrict agent access (for example: Agent A would have access only to tickets of Customer A)?

Thank you very much!

[Fabian Lim]

Hi @Mahdi CHIHAB

1) Yes, you could.  that means you have to create a new JSM project for each customer.  This would be a nightmare for you to manage as customers grow.  Not recommended.

2) You would have to have an SLA.  Many clients have tiers set for each customer, so based on the tier the SLA will change.  It's easier than having an SLA for each customer, as you only have a 90 SLA limit

3) Yes, you can use issue security, to hide tickets.  

My recommendation would be to have 1 JSM project and set the customer organizations to it.  Then based on the customer, you can use issue security schemes to lock the tickets on agents.

Thanks,

Fabian