Multiple Customers Documentation JIRA Service Desk + Confluence

Question

Hello,

we are using Jira Service Management (Service Desk) for several customers. Now we want to create our customer documentation for each customer in Confluence. Is it necessary to create an extra project in Jira Service Management for a strict separation per customer?

Thanks in advance for your help.

Joseph Chung Yin · Answer

@[deleted]-

In this case, I may recommend the following idea - that if you can group your different customers sets into different internal groups within JSM, and those group should be available in your Confluence side.  You can then use the groups in Confluence to control access permissions.

I have not test this idea out at this time.  I would recommend you to submit your ask to Atlassian Support Team for their input (https://support.atlassian.com).

Sorry, I don't have a solid solution for you at this time.  Let me know what Atlassian Support team has to say about it.

Have a great weekend.

Best, Joseph

unknown · Answer

Hello Joseph,

yes, our customers always open tickets using emails. That means it is not possible to use Jira for multiple customers? Is there no guidance from Atlassian for such a setup?

Best regards
Patrick

Joseph Chung Yin · Answer

@[deleted]-

Hi Patrick:

So your customers only use email to create issues in your JSM env? What is the reason that they don't access the portal to submit their requests?

Another thing how are they access your custom documentation via your JSM env?

Best, Joseph