Project organization for multiple sites

[Steve]

We have an SLA with a company that covers multiple stores. Each location has its own personnel and contractors, including a store manager. The store manager needs to be able to view all service activities for his/her store only. The company also has a territory manager that needs be able to view service activities for all the stores.

Would it be best to create a single project or a project per store location?

If we create a project per store, can we grant the territory manager access to all the stores and service activities in the customer portal?

[Michael Andolfatto · Accepted solution]

Hi @Steve ,

What would examples of your service activities look like in Jira? Just different Request Types/Issue Types?

If you created one project per store, as long as your territory manager has access to them, he/she will be able to view the issues in each project individually.

Alternatively, you could use a single project with Issue Security to hide issues from Stores A, B, and C from agents/employees in Store D. Your territory manager could have access to view all issues regardless of store in a single project.

[Steve]

Hi Michael,

Yes, the service activities would just be different request types/issues relating to each store.

It appears creating one project per store would be faster/easier to configure and maintain. 

Are there any other pros/cons to managing one vs multiple projects (for the same SLA) from an internal perspective? 

Thanks!

[Michael Andolfatto]

Scalability is likely the biggest factor. If each store has multiple queues, request types/groups, SLAs (for example, even if this isn't your case specifically) then adding too many stores to a single project could make it look very cluttered.

You'll also have to consider project-specific configurations such as email requests, who can interact with your portal as a customer, etc. If each store is run with the same 'style' then these aren't really issues.

I would think about how well your current number of stores could fit into one project, as well as how many will likely be added in future. Depending on what your territorial manager needs to see, you could also set up a dashboard with multiple projects to give him an overview instead of a granular view of each issue.

[Steve]

Thank you!

[Steve]

Michael,

One last question. The dashboard you are referring to, will the territory manager be able to access that dashboard via the customer portal?

[Michael Andolfatto]

No worries! If you feel that's answered your questions, please mark it as accepted :)

Dashboards aren't available on the customer portal unfortunately, your territory manager will need to access them in the dashboard menu option inside Jira.

You can read more about configuring them here: https://confluence.atlassian.com/jiracorecloud/configuring-dashboards-765593585.html