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Multiple workflows in single customer Portal

Mamta Bodhale

Jira service desk currently supports multiple customer support portals within its suite, but not the ability to have a different workflow / ticket type / option type based on customer organization, or another custom attribute of the customer accessing it.

We'd like to be able to do that within the same portal with defined rules of who sees what, instead of multiple portals. is there a way to do that?

Accepted answers

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A A Ron Geister _Trundl_

@Mamta Bodhale

When utilizing multiple help centers, you can create a dedicated help center for a specific set of customers. This allows you to link specific projects to that help center, ensuring that the request types associated with different workflows are published by the projects that constitute the help center.

Here is the introduction community post that includes multiple help centers

Here is the support page that goes over create and managed help centers

Remember each project can have its work items (issue types) that make up the different request types. The work items will be what is linked to the workflow and the work items can then create request types.

I hope this helps.

Mamta Bodhale

Thank you for your response, Aaron, we're basically looking for a way to avoid setting up unique help centers, but rather define who sees what - based on another attribute, e.g. Organizations, or Customer Type, or some other field either inbuilt or custom field.

In our workspace, we have multiple overlaps of organizations accessing different a-la-carte products, there's multiple permutations and combinations, so having distinct help centers is not the right solution for our problem.

A A Ron Geister _Trundl_

You can restrict request types to user name, groups or customer organizations if that helps. This would allow you to help organize request types so customers only see what they should.

I don't think you can use an attribute of an organization to help facilitate the restriction.

Mamta Bodhale

Thank you Aaron! Do you know if there are any plans to enable that functionality in the future? It's a key feature my organization could use so was wondering if there was any feature ticket I could go vote on.

John Funk

Hi Mamta,

I suggest you open a support ticket with Atlassian to make your request known to them.

https://support.atlassian.com/contact/#/

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