I put in place Jira Service Desk and we will have maybe 10 SD projects
I'm struggling how to expose properly to our endusers/customers all the request types we could have created in our X SD projects
For example, I have :
- 1 SD project for the helpdesk (L1/L2) that will owned 70% of request types
- 1 SD project for Infra team (L3) that will owned 5% of request types (that could not be managed by Helpdesk)
- 1 SD project for DBA team (L3) that will owned 5% of request types (that could not be managed by Helpdesk)
How, on enduser perspective, i can expose 1 customer portal for the x SD projects without leveraging search engine or without clicking on DBA customer portal (for example) to find if something can meet my request
I assume you're clear regarding Help Center and Customer Portal. Thus, set up several service desk projects is a common use case. In short, when you have more than one JSD project and you want to restrict access to one or more of your portals and, consequently, their request types, you should configure their permissions accordingly.
Also, it depends on how your instance has been configured among other factors. You can take a look at Customizing Jira Service Desk permissions and its related content.
Thanks you for all your answers
So i have let's say 3 boards / 3 teams :
- Helpdesk to manage the IT L1 and L2 tasks
- Infra team to manage L3 tasks of network/servers etc
- DBA team to manage L3 tasks of databases
Each boards will have specific catalogs. Infra team will have few service catalog that we know it's not delegated to helpdesk. (for example docker install is managed by Infra L3 teams and not helpdesk). Same for DBA. I do not want that the enduser looking in each service catalog of the 3 teams to know where is the template to request docker install... (they didnt care if it's managed by L1 or L3 team)
So looks like the best way with Service Desk is to have only 1 IT Service catalog ? No way to have consolidated one for the 3 teams (if request group name is the same in the 3 boards, service desk will expose all the request of this group that could come from the 3 teams)
I do not want as well to have 1 service desk project for all the IT guys...
Hello Insight users, As part of our (Mindville's) acquisition by Atlassian, our training team is looking to build some new Insight training materials. It would really helpful if you can ...
Connect with like-minded Atlassian users at free events near you!Find an event
Connect with like-minded Atlassian users at free events near you!
Unfortunately there are no Community Events near you at the moment.Host an event
You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events