Can I use a JSM project for internal centralised tickets?

Question

I have a JSM project created for multiple request types, I need to have one request type for only internal viewing and creation, is this possible? If not would it be possible to create an internal change management JSM that will link to the other JSM projects?

William Dewfield · Answer

Thank you for your reply! I would like to have a customer facing portal for request types: Incident/problem/question, but also have a change request that is only raised and seen internally so that we can host all tickets within the same project per customer, if we have a separate project we have them as an internal project, I would like to keep all projects "externally facing" (including the internal CRs)

Jack Brickey · Answer

Hi @Will Dewfield , welcome to the community.

If you want to have a request tight dedicated and only visible to a certain group of users, then you should consider using a separate project. The reason for this is that currently all request types will be visible to all customers of a given JSM project. You certainly can link issues between two projects but I'm trying to understand exactly what your requirements or goals are here.