Map one JSM to multiple internal projects

Question

Hi

I have one JSM project for our customer.

The service delivery involves contribution from two different product groups.

So customer can post a ticket for both products in JSM.

We would like to funnel the JSM ticket onto specific jira projects, based on which product  the ticket is about.

is there way to do this

Joseph Chung Yin · Answer

@Gobalakrishnan Kuppanna -

I agreed with @Marc -Devoteam- and @Nic Brough -Adaptavist- suggestion.  In our env, we have customers create the issues in JSM project, then our product teams have their own Jira Software application projects - where the JSM project team uses automation rule to create issues in those Jira Software application projects based on certain attributes/WF statuses associated with the JSM issues and link issues to establish reference information.

Hope this also helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.

Marc -Devoteam- · Answer

Hi @Gobalakrishnan Kuppanna

My first question is why, you could create separate queues on the project in relation to the products.

Do the product group teams already have a Jira project and are all members also JSM agents?

Then you could make a kanban board on their projects and based on the filter only show them the JSM issues related to the product.

Or do not all the product group team members have JSM agent licenses, then you could add them as collaborators to the JSM project and still have a kanban style board on their project as above, the just can't transition the issues, just comment.

See documentation about JSM project permissions

Nic Brough -Adaptavist- · Answer

Welcome to the Atlassian Community!

There's no way to do this, as I understand the question.

A Jira service management portal is a project.  If you have two JSM projects, then you have two separate portals.

You can't "funnel" with a single portal/project.  The closest you can get is the very clumsy model of identifying when a request is raised for one product, you move it to another project automatically, but this breaks the portals for the end user, because they won't be able to see their request in the portal that they raised it in.

You either need to have a portal per product, or you should adopt the approach that JSM is designed for - agents triage all incoming requests, deal with any that they can, and then use "create linked issue" to create issues in other (usually not service management) projects when they need help from another project's team.