One servicedesk for different projects? Is it a good idea?

[Deleted user]

Why do I create different service desks for different projects? Why don't I create a service desk for all projects if the projects are similar? Are there technical limitations for a project?

[Rebekka Heilmann _viadee_ · Accepted solution]

Hi @[deleted] 

you would seperate Service Desk projects based on Customers (the people who open requests), Agents (the people working on said requests) and related topics.

The only way to restrict one and the same customer to create one type of request but not another is to have them in seperate projects (in Standard JSM anyway).

You have one central Help Desk (Website) for your JSM site. Every project gets it's own portal. Every portal has a set of Request types, can be visible or not, has it's own customers, look & feel....

So: if for all your projects, the customers are the same, request types are similar and the same group of people are working on the request: no need for seperate projects