2 portals for 2 projects in Jira Service Management

Question

Hi there, I'd like to set up 2 different portals - one client facing on our products and the other for our employees to raise IT service requests. Is it possible using 1 Jira Service Management instance?

I also want to map two different Confluence spaces to the knowledge bases for both portals.

I created both projects. However, when I go to the IT support portal and click on the help center link at the top, it takes me to the client facing home page. How can I address this issue?

Gillian Rodricks · Answer

Thanks Valerie , for the 2nd approach, it seems like we're still using 1 portal and hiding some forms that are specific to internal users. We also want to link 2 different Confluence pages - one for clients / one for employees however, I don't know if that's possible with this approach :(

Valerie Knapp_dpp5c6 · Answer

Hi @Gillian Rodricks , welcome to the Atlassian Community and thanks for your question!

I have understood the configuration you would like to achieve is to have an internal and an external service desk. You have already created the projects, but in the same instance, and so therefore they are in the same service desk.

I think there are two approaches.

Approach 1

One would be to set up a small free instance of Jira Service Management for your internal service desk, where you can have up to 3 agents working on your internal tickets. https://www.atlassian.com/software/jira/service-management/free

Then, you can use your other instance for the external-facing service desk and project.

Approach 2

The other approach would be for you to render the internal request types in the internal service desk projects as invisible for your customers - https://community.atlassian.com/t5/Jira-Service-Management-articles/Announcing-request-type-restrictions-in-Jira-Service-Management/ba-p/2735416

I realize both solutions are workarounds. Please share your feedback if you think one of them could work or if you have other questions.

Hope this helps you.

Cheers