Probably a FAQ: JIRA Service Desk - more than one project?

Question

Hello from Germany,

Based at the headquarters of a multinational company, my team provides the support for a B2B software product. Not only do we deal with German customers but also with other support, service, development and QA teams across Europe. Thus, we have a number of JIRA projects that we need to take care of. The most important project, which makes between 90 and 95% of our workload, is our support project. We use JIRA Service Desk for this one project and are happy with this. But: we need to work with other dashboards, too. And the bigger the company gets, the more annoying this is.

Is there a plan to integrate more than one JIRA project into Service Desk in the future so that my team and myself can get rid of the other solutions we need to use?

I'm aware of the Atlassian answer to use issue types instead of projects.

Thanks,

Martin.

Martin-Christia1 · Answer

I opened https://jira.atlassian.com/browse/JSD-2116 for this. Let's see the Atlassian answer on this.

Martin-Christia1 · Answer

Thanks, @Robert Heckel.

I went through the comments. I believe that there're two things which are being mixed up in there. On the one hand, there's is the Customer Portal (the Front End for the customers) which should be enabled for more than one project (i.e. customers should be able to chose between projects when inserting an issue). This is done.

On the other hand, there's the Service Desk itself - let's say that this is the Back Office for the support specialists. This should be enabled for more than one project. As a support specialist, I'd like to have the issues from the JIRA projects ABC, ABD and ABE, for example. And this is not done even though this is being aksed for by some users in the comments. Atlassian, though, is not answering as the issue is closed and fixed.

Do you happen to know if there's another issue?

Thanks again and have a good week!

RobertH · Answer

Hi Martin,

I believe that this is what you're looking for:  https://jira.atlassian.com/browse/JSD-52  Vote away!

One workaround may be to design your own HTML page that links to specific Service Desk request type across projects, but I don't believe that's a true fix to the issue either...