consolidate 8 Service Desk Portals to one

[Steve Czerny]

I would like to consolidate the 8 individual portals down to one to make it easier for our customers so they don't have to figure which portal page to select.  I want to use automation to correctly route the tickets from the one portal page to one of the 8 backend project queue.  

Can I keep the 8 backend project queues?

what would the automation look like to autoroute the tickets when the service desks all use the same issue types such as bugs and tasks?

Is there a way to generate a generic portal page or would I simply keep one of the original portal pages and route the tickets from there to the different projects behind the scenes? 

[Steve Czerny]

Hi @Marc -Devoteam- 

Thank you so much for your feedback.  

One of the issues is that the 8 different help centers all use Bug and all the other issue types.  So how do I automate moving a bug ticket that belongs to center 1 and not the other 7.  Could I add a component listing the names of the held desks and key off if issue type bug and component so that it goes to the correct help desk? 

I am guessing I would keep one of the original helpdesks as the portal page all customers would come into and create the ticket.

Could you please explain this in a bit more detail - Then you still have the issue, that these projects will not be portal visible, so a customer can't update the issue via the portal, so you would need to resolve to cloning.  Do you mean the ticket would have to be cloned from the incoming helpdesk to the one where the agent would be working the ticket? Or would you have to clone the comments from the customer to the moved ticket?

How do you make portal groups with requests in a single JSM?

[Marc -Devoteam-]

Hi @Steve Czerny 

Welcome to the community,

This could be made possible, but is a hassle to maintain.

You would need to create all request types in a single project and then automation that the raise issues will be moved to the other project, but you also have to make sure the customer is listed on this project to receive notifications.

Then you still have the issue, the these projects will not be portal visible, so a customer can't update the issue via the portal, so you would need to resolve to cloning.

All very maintenance heavy.

Other option is to make portal groups with requests in a single JSM, make your queues set the even into groups so the view is clear for agents where there work is set.

Or to configure multiple home pages for different help center, see; https://support.atlassian.com/jira-service-management-cloud/docs/create-and-manage-help-centers/ 

[Steve Czerny]

Hi @Marc -Devoteam- 

Thank you so much for your feedback.  

One of the issues is that the 8 different help centers all use Bug and all the other issue types.  So how do I automate moving a bug ticket that belongs to center 1 and not the other 7.  Could I add a component listing the names of the held desks and key off if issue type bug and component so that it goes to the correct help desk? 

I am guessing I would keep one of the original helpdesks as the portal page all customers would come into and create the ticket.

Could you please explain this in a bit more detail - Then you still have the issue, that these projects will not be portal visible, so a customer can't update the issue via the portal, so you would need to resolve to cloning.  Do you mean the ticket would have to be cloned from the incoming helpdesk to the one where the agent would be working the ticket? Or would you have to clone the comments from the customer to the moved ticket?

How do you make portal groups with requests in a single JSM?