I raised a previous question about whether to use 1 service desk or multiple for supporting multiple client companies. Our comapny supports different applications for each client.
I wanted to use components to represent applications that we support, however it seems that if I have multiple clients, then users in the portal will be able to select applications from all clients.
Is there a way to manage this or should I create a text field for customers to type in the affected application when they raise issues through the portal?
Is there a way to populate the customer's company name field based on the requestor's group membership or user name.
At the moment I just have a test field set up for them to enter the compay name. Is there a more automated way? How would this work if the support desk team raised issues themselves?
I had a similar question and solved it by adjusting the access-level of the service desk projects.
I tested this out by viewing the primary portal (listing all service desks), and this effectively shows/hides desks from users as desired.
Hope this helps.
I am having a similar issue with multiple clients reporting issues to one customer portal. We don't want them to see all other Groups that I would be listing in custom field on Customer Portal.
We break our clients into 3 levels Groups -> Sites -> Contact/Reporters, 1 Group can have multiple sites and each site could have numerous Contacts/Reporters. Did you manage to implement a solution? If so, can you please advise how you resolved this?
Any information would help!
Are you a whiz at handling tickets and looking at how you can further optimize your workflow with automation? Do you tackle detailed customer support questions while simultaneously getting flooded wi...
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