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I have 2 support centers. How can I have them be completely isolated from each other?

Otavio

I need to have 2 help centers. One for internal operations, and one for external clients.

The issue I am facing now is that issues/forms from the internal help center are appearing on the help center that is supposed to be client facing.

I was under the understanding that having 2 separate help centers would make them completely separate from each other, however it seems they are overlapping when it comes comes to search results using the search bar. Forms and KB articles from one help center should not be appearing under the other help center. How can I fix this?

I need the external facing help center to allow account creation by approved domains only, and for the internal center to be available to all licensed employees.

The main questions I have are:

How can I ensure both help centers are completely separate?
The knowledge bases attached to projects in each help center should not yield search results in other help centers.

What'd like to do is:

Internal Help Center
Internal ticketing system
Using the Confluence KB linked to the JSM project for internal support

External Help Center
External ticketing system
Using the Confluence KB linked to the JSM project for external support

Neither of these should any overlap. The users of one center should not see anything related to the other center.

Any help is greatly appreciated!

Accepted answers

Josh Costella

Hi @Otavio Cordoba

Your site should have it by now but multiple help centers were just rolled out as a new feature.

https://support.atlassian.com/jira-service-management-cloud/docs/create-and-manage-help-centers/

Please check the documentation and see if you have the option to create an additional Help Center.

All comments

Josh Costella

Hi @Otavio Cordoba

Your site should have it by now but multiple help centers were just rolled out as a new feature.

https://support.atlassian.com/jira-service-management-cloud/docs/create-and-manage-help-centers/

Please check the documentation and see if you have the option to create an additional Help Center.

Otavio

Hey @Josh Costella

Thanks for the quick reply.

I do have 2 Contact Centers

Apologies for the heavily edited image, gotta keep the security team happy. But I hope this showcases the issue a little better. The issue from the image below is happening to both my help centers.

One last thing I noticed.

There seems to be no way to completely remove a JSM project from a help center, only hide it. I think this is where the issue lies. If I could totally remove a JSM project from a help center rather than just hiding it, I think the issue would be resolved. However, I don't see an option for this at all.

Example:

Hope this helps.

Thanks!

Josh Costella

@Otavio Cordoba Okay so I believe this comes down to how you have project/customer permissions set up. Can you confirm how you have the settings configured for each project?

Also, have you been able to test with a customer account to see what they are seeing when they login/search?

Otavio

Hey @Josh Costella

I appreciate the help.

Here is some additional info

First, the screenshot below is from the JSM linked to the company's internal support. It's a team managed project and doesn't allow us to set customer permissions. This has been working just fine for internal support.

And below, here are screenshots from the portal I am configuring for external support.

With these settings I am aiming to have both Help Centers completely separate from each other with 0 overlap.

I know for the knowledge bases the content visible on the Help Centers should use the same restriction settings from Confluence. So if I don't allow external access to the internal knowledge in Confluence it shouldn't be visible to external clients. But it doesn't seem to working that way.

____

I had a colleague with a different domain access the client facing portal yesterday, and just by altering the URLs they were able to see the request forms from the internal help center. Unsure how this is happening.

I hope the images shared above explain the issue a little better. I will be conducting more testing and will share the results.

Thanks!

Henry Baird

@Otavio Cordoba

I would be interested to hear about how your efforts turned out! We are evaluating standing up an External Help Desk portal.

Sounds like you may have linked Internal Help Desk portals to your External Help Center when initially setting up so some of those request forms were being indexed in the search, even though you had them hidden. Additionally, it sounds like your Confluence Space was just one Space for both External and Internal Documentation - so that caused those results to be indexed by the search.

Anything else that you ran into that you had to account for to get this configured correctly for you?

Thanks!

Otavio

Hi @Henry Baird!

I never quite got everything functioning the way I wanted it.

I think the only ways I'd be able to fully achieve the level of separation that I need would be to create a new Jira site to host a separate JSM/Confluence for external customers.

The permission gymnastics to make it all work under the same JSM as our internal Help Desks sadly never got quite as good enough as I wanted it to.

I haven't spent much time on this issue since last year so I am unsure if any updates have made this any easier.

Best of luck to you and your team!

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