nav[aria-label="Primary Navigation"] { padding: 0; & ul { list-style: none; width: 100%; display: flex; flex-direction: row; justify-content: start; align-items: start; gap: 30px; padding: 0; & li { margin: 0; } & ul li { list-style: none; } } }

Supporting multiple customers with JSD

Simon Teppett_wi05ve

I have rolled out JSD for our business to provide software support for our customers. I am now in the process of extending the portal to support hardware issues. This is adding a lot of additional configuration to each JSD project.

I left wondering if I should have gone with a single project for all our customers rather than one for each customer as the amount of work to duplicate the config for each project is significant.

BUT if I was to do that I can't see how I could support unique SLA reporting for each customer.

Am I missing something with the SLA config?

Or is there a way to clone the config between projects to avoid me having to make a large number of changes to each portal (so many that I am bound to miss something somewhere)

Thanks for any suggestions

Simon

Accepted answers

Alexis Robert

Hi @Simon Teppett ,

I usually recommend creating only one Jira Service Desk project for all customers, because as you've said it's much easier to maintain over time.

Regarding you question about SLAs, it can still be done on a per-client basis : you only need to put your clients in Organizations and configure your SLA based on this. It works well and is quite easy to configure.

Let me know if this helps,

--Alexis

All comments

Alexis Robert

Hi @Simon Teppett ,

I usually recommend creating only one Jira Service Desk project for all customers, because as you've said it's much easier to maintain over time.

Let me know if this helps,

--Alexis

Simon Teppett_wi05ve

Alexis - many thanks indeed for the reply. I appreciate people taking the time and effort to do that.

If you have done this yourself, could you share any "best practice" tips on how you set up the SLA's for each customer?

Cheers

Simon

Alexis Robert

Hi @Simon Teppett ,

there is a quick guide on Atlassian documentation on how to do this : https://confluence.atlassian.com/jirakb/how-to-implement-slas-by-company-organization-or-client-777027032.html

Basically, you would group your clients by creating Organizations, and then base your SLA on a JQL with criteria "Organization = xxx".

Let me know if this helps,

--Alexis

Simon Teppett_wi05ve

Hi Alexis. That was my assumption. I just wanted to check if there were any other tricks or tips that I should consider. Once again - I appreciate your help.

Welcome!

It looks like you're new here. Sign in or register to get started.

Quick Links

Find more posts tagged with

cloud

jira-service-desk