Service Management - Separation of Teams

Question

HI\i Guys,

Seeking assistance with setting up our Legal Team in JIRA from Fresh Service.
I keep finding that when I setup a Service Management project, it links to the Customer Support Portal which we do not want.

Any assistance with setting up a separate portal for Legal requests would be greatly appreciated.

Cheers

Rebekka Heilmann (viadee) · Answer

I wouldn't say so. You can have different settings for each portal, they are just nested in the same Help center.

Even if you have 10 projects, hence portals, one customer might only see one in the Help center if he's only permitted to see that one and not the others.

If you need completely different setups for different projects you'll have to create a second JSM site. That will be seperate JSM Licensing though as well.

Sameer Hasan · Answer

This unfortunately makes Jira service management unusable for more than one project especially if one involves external customers. I'm shocked that this is how it works, it seems like an extremely common use case.

Rebekka Heilmann (viadee) · Answer

Hi @Andrew Jezard

Any project set up in the same Jira Service Management Site will have their portal in the same help center.

You can hide portals (i.e. projects) in the help center or restrict them to customers in the specific project but you will not be able to have a completely seperate view for one of them.

Depending on how you set up your "Customer Support portal", you can divide the projects by customers. You can have external Customers in one project and the internal in your legal project and restrict both portals to Project's customers only. That would require everyone (internal and external to log in).

So to sum it up, with One JSM site you get:

1 Site-wide Help center & x Project-Wide Portals which appear as panels - can be hidden or restricted to logged in users and project's customers only