consolidate 8 Service Desk Portals to one

Question

I would like to consolidate the 8 individual portals down to one to make it easier for our customers so they don't have to figure which portal page to select.  I want to use automation to correctly route the tickets from the one portal page to one of the 8 backend project queue.

Can I keep the 8 backend project queues?

what would the automation look like to autoroute the tickets when the service desks all use the same issue types such as bugs and tasks?

Is there a way to generate a generic portal page or would I simply keep one of the original portal pages and route the tickets from there to the different projects behind the scenes?

Christopher Yen · Answer

Hi @Steve Czerny

We did this a few years ago to provide a single point of contact for customers, with JSM it is a bit difficult when different teams want their own customizations and work within the same work item type and even request types sometimes. We mainly use incidents and service requests, and do all routing using a custom field called service in our routing automation rule. We use a large automation rule using if or else statements to set a custom team field which we use to build queues off of.

Our teams and agents work directly in the primary service desk project and if necessary they will create stories/epics/bugs in their own development boards linked to that service request. If moving forward with consolidating make sure there is agreement on the end to end process that each stakeholder team is willing to accept and your service catalog before moving forward.

Steve Czerny · Answer

Hi @Marc -Devoteam-

Thank you so much for your feedback.

One of the issues is that the 8 different help centers all use Bug and all the other issue types.  So how do I automate moving a bug ticket that belongs to center 1 and not the other 7.  Could I add a component listing the names of the held desks and key off if issue type bug and component so that it goes to the correct help desk?

I am guessing I would keep one of the original helpdesks as the portal page all customers would come into and create the ticket.

Could you please explain this in a bit more detail - Then you still have the issue, that these projects will not be portal visible, so a customer can't update the issue via the portal, so you would need to resolve to cloning.  Do you mean the ticket would have to be cloned from the incoming helpdesk to the one where the agent would be working the ticket? Or would you have to clone the comments from the customer to the moved ticket?

How do you make portal groups with requests in a single JSM?