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I want to have an internal tool for creating tickets the way the customer portal works

Elli Scharlin

I notice when creating a request type, there is a way to hide requests from the customers if you do not put them in a group. I am wondering if there is a way to have an internal tool that looks at those hidden requests.

I really just want a place that my team members can go to raise issues like in the portal, instead of sending slacks which can become a mess very quickly.

I want specific requests for team members that don't overlap with the requests my customers should see.

Accepted answers

Jack Brickey

What is it about your requirements that would exclude using the portal itself? If the users that are creating the issues are Customers then they would have portal only access.

All comments

Jack Brickey

What is it about your requirements that would exclude using the portal itself? If the users that are creating the issues are Customers then they would have portal only access.

Elli Scharlin

I am looking for a portal with access righs: One that our external customers can use and one for our internal members to use.

Jack Brickey

Sorry, I'm still not following why the JSM portal won't achieve this. Consider the following facts.

You can have a single project w/ multiple organizations. So you could have an internal Organization and an external Organization w/in the same project. Advantages: single project which works well if the agents servicing are the same and the request types are the same and you want to prevent sharing of issues between the organizations. Or, you could have separate projects altogether. One for external customers and one for internal customers. This works well if you want the workflows, Request types, etc. to be unique between the two customer sets.

In both cases access rights are achieved via the user/pwd inherent w/ JSM.

Please provide more info on your requirements if you still believe the OOTB portal will not work for you.

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