Early access Program for multiple help centers

Question

We have the new feature in our JSM tenant to enable multiple custom help centers. I have figured out how to create new help centers, but I don't have any idea how to assign specific JSM projects to specific help centers, which seems like the most logical use case for having different help centers.

Because this is an EAP, I understand there isn't any specific written documentation available for this new feature. Does anyone know how to do what I describe above? Any ideas how to get assistance with this?

Thanks in advance.

Koen Bruggeman · Answer

The real benefit of multiple helpcenters is indeed being able to determine which customer has access to that help center space. You cannot really use the new feature at its fullest how it is now. All the customers in 1 project, still can see the other helpcenter as well, when they know the URL.

So the option that is missing is being able to determine in 1 project, which customer has access to helpcenter1 and which to helpcenter2.

I hope this option will come in the near future. Then I finally dont have to manage multiple projects anymore :)

Andy Heinzer · Answer

Hi @Shaun McGuire

I understand that you are looking for a way to use this EAP feature of multiple help centers in order to isolate specific projects to specific users.   Right now, you are correct, the only clear way to isolate JSM projects in this manner is to restrict the service project so that only specific customers are able to create requests within them.  If the customer has permissions to create a new request in a project, that project will appear available to them.

By default JSM will try to be open in the manner as to make it easier for all users to create requests.  In cases where you want to restrict specific projects, this does require you to make changes to each JSM project so that only desired users have access to that project. There is a KB over in How to restrict customers access to specific projects only in Jira Service Management that explains this process in detail.  But I understand that if you have a lot of service projects, this could take you a significant amount of time to configure and adjust project settings to achieve the end goal here.

Sorry there is not a quick fix here, but it is possible to restrict the project settings so that the users in the customer role only see single project.

kiestone · Answer

You can manage the look and feel and the projects by going to your profile icon and selecting managing help center from there.  Then select the three little dots and you can identify the projects available and the look and feel of the portal.