One portal with request types directing you to multiple projects?

Question

Hi,

We have Jira service desk running already in our organisation and use multiple service desk projects.

We want to simplify the user journey so they don't have a portal page of 14+ projects to choose from.  We're planning to reduce this down to 4, but the 4th will be the front line support to the 10 others in the background.  Is it possible to have 1 portal or customer form for the 4th, with a request type drop down and the request type they choose from the drop down could direct them to different projects?  Or could it be possible with some development time?

I'm guessing if not at the very least we could have one 4th portal / project with the request types and set a rule in the back end that if it's e.g. a Learning question, it's automatically forwarded to the Learning project?

Thanks

Emma

Emma Kershaw · Answer

Ok thanks Jack.  As you say, that sounds messy and complicated.

If anyone else has any suggestions I'm all ears, but otherwise we might need to see if a Developer can do anything?

Jack Brickey · Answer

The only suggestion I would have for you is to have all request types under one project and place all customer under that project and NO customers under all other projects. Then use automation addon to Create a linked issue to the appropriate project and also to update the original issue as the linked issue is updated.

Disclaimers:

* this is a complex and messy approach
* it may not work as desired
* it will be very challenging to maintain
* eventually the approach will break when you need to have a true separate project with different customers