One JSM portal

[Swathi Masetty]

We currently have several Jira Service Management portals (for IT, Helpdesk, DPSS, etc.), but my manager would like to consolidate everything into one single platform / portal.

I’d like to understand if and how the following setup is possible:

1. Single JSM project and portal, with automatic routing to the right people

   • Different people should handle different types of requests within the same JSM project.

   • For example:

     • If the request is related to issue 1, it should be automatically assigned to Person 1 by default.

     • If the request is related to issue 2, it should be automatically assigned to Person 2 by default.

   • The goal is to have one shared portal for everyone, but have tickets automatically assigned to the correct owner based on the request type or category, using full automation instead of multiple separate projects.

   • Is this possible to configure with Jira Service Management (using request types, fields, and automation rules) in a single project?

2. Different request types for external customers vs internal users in the same project

   • In this unified project, we expect around 6 request types in total.

   • 4 request types are customer-facing, used by external clients to raise tickets about our platform.

   • The other 3 request types are internal only, used for things like local development issues or internal technical work.

   • We want:

     • External clients/customers to see only the 4 customer-facing request types on the portal.

     • Internal company users to be able to see and use all relevant request types, including the 3 internal ones.

   • How can we configure the portal so that external users and internal employees see different sets of request types, while still using one single JSM project and one portal?

4 Sources

[matthew barrett]

This is all possible in JSM.
You can automatically assign tickets with simple automation rules like this:

Request types have a security option which you can use to hide from users on the portal that are not in the appropriate security group like this:

[John Funk]

Hi Swathi,

Yes, what you describe above is possible for the most part if not all of what you ask. However, with there being External and Internal users with different needs and different Request Types, my opinion is that you should create a separate portal (Space) for each. However, you can hide request types from certain users in the same portal, so either way it is doable.