We are currently using Jira Service Management (Jira Cloud) for our support workflows. At the moment, only our technical support team is using JSM, but we would like to onboard our internal IT support team as well.
However, there's an important distinction between the two:
Technical support handles issues and questions related to our core platform (e.g., system features, errors, expected behavior).
IT support would handle internal matters such as access requests for tools (not related to our product), hardware issues, VPN, email, and other IT infrastructure topics.
The IT team would like to have:
Their own set of workflows
Custom request types
Separate fields, forms, and automation rules
Their own queues and SLAs
However, we do not want users to navigate to different portals. We would like to keep a unified Help Center experience where both teams’ request types are available, and depending on the selected request type, the request is routed to the correct project (technical or IT).
We considered creating two separate JSM projects, one for each team, and then exposing their request types via the same portal.
The core question is:
Is it possible in Jira Service Management (Cloud) to have two or more projects share the same customer-facing portal (Help Center), and have the project automatically determined based on the selected request type?
