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Customer portal multiple projects

Orlando Vanhove

Hi,

we have currently set up two projects, both with their own agents and own complaint tickets etc.

For the first project we've managed to setup link with customer portal (and create issues by e-mail)

For the second project we would now also like to setup a customer portal (e-mail not required)

Can we use the same portal? How to configure please?

Of course when customers use the portal and create new issues etc, the issue should only become availble in one of the two projects. How to configure this?

Can this be done by linking customers to a project? Or can the customer select the project on the portal?

Kind regards,

Orlando Vanhove

Accepted answers

All comments

Susan Hauth _Jira Queen_

Hi Orlando,

You can only have one portal, BUT you can add customers to one project and not another, and then they will ONLY see the project where they are a customer.

Emails are configured by project.

Hope that helps

Susan

Orlando Vanhove

Ok, this could work, but then I probably should also link the existing portal to the seconde project?

in the user management I've moved a login to the seconde project and tried to login with that user (customer) on the portal, but I couldn't log in.

I've then changed the secont project > edit + filled out field URL with the same URL as the first project, being the URL of the portal.

After that I could log in with that user on the portal, but when creating new issues, they appear in the wrong project ...

Am I missing something out in the config?

Regards,

Orlando Vanhove

Susan Hauth _Jira Queen_

Hi Orlando,

Are you in Cloud? I may need to refer you to someone when it comes to URL changes.

Susan

Orlando Vanhove

Hi,

No. we have the database on our own server.

Regards,

Orlando

Orlando Vanhove

Hi Andy,

thanks for you're response.

Let me explain a bit. Our enterprise has two warehouses. Each with their own customers and their own customer service.

So we've created two projects, each with their own agents.

When agents create tickets manually the tickets is only visable in their own project which is fine.

But we have only one webportal on wich the customers can create (and view) tickets.

When we create a new customer, and when we create a ticket being that customer, the ticket is shown in both projects. That's the problem. So how can we configue it so this customer and all its tickets are only linked to one project, not both.

Regards,

Andy Heinzer

HI Orlando,

Thanks for the additional details here. I understand that sometimes agents will create a request on behalf of a customer, and that doing this is causing that issue to be visible by the customer in both projects.

What I am not clear on is why that issue is duplicated across projects here. In a default Service Desk configuration, there is no cloning of an issue when created. However perhaps you have some automation rule here setup to create corresponding requests in another project. If that is the case, then perhaps we should take a closer look at the configuration of that automation rule here. If you are not familiar with this aspect, it might help to take a quick review of the Automating your service desk documentation.

If disabling this clone/creation of issues in the new project is not desirable, then perhaps just changing what pieces of issue info are being copied into the other project would be helpful here. For example, the user would not see this issue if they were not the reporter when this issue was created. Perhaps we can adjust the automation rule to set a different user as the reporter here for the cloned issue. This way they can still see the first issue, but not the one in the second project.

Orlando Vanhove

Hi,

No it's not when agents create a ticket on behalf of the customers, but when customers create a ticket on the portal.

When a customer is only customer in one project and creates a request, the request shows up in both projects.

However , I've restarted this test from scretch and created a total new customer , only in one project.

I've logged in on the portal as that customer and created a request.

The request now only showed as new open issue in one project, not two.

So the problem seems to be solved... No Idea what went wrong in my previous tests, perhaps I've made a mistake earlier. Anyhow it seems to work fine now.

Thanks for your help anyway.

Regards,

Orlando

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