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@Sushant Koshy thanks for this and the EAP - looks good so far. Where is the documentation on this as it is under the EAP? I created a new test help desk and all the JSM projects appear under it. When I go to the Portal settings or Customer permissions I am not seeing the configuration or setting to state that project X is for Help Desk A?
I have also emailed you RE the permissions around this currently.
Thanks again. Already enjoying the potential this has.
Rising Stars are recognized for providing high-quality answers to other users. Rising Stars receive a certificate of achievement and are on the path to becoming Community Leaders.
OK I think I found the configuration @Sushant Koshy . @Aaron Geister - This may help you (and others), if you click on the profile image on top right > Page layout and then on the tiles, click on the eye icon to show or hide on the project on the help desk.
I have submitted feedback but I have noticed that if a project is hidden in can be navigated to by changing the id in the URL bar (not ideal but would be great to hide and not have access to it on that portal) - though I understand this is in EAP
It would be nice to have a group/documentation link that we can subscribe to for new progress on this. Esp to see this to complete fruition and GA
Rising Stars are recognized for providing high-quality answers to other users. Rising Stars receive a certificate of achievement and are on the path to becoming Community Leaders.
Since we enrolled in the early access program, when a user navigates to requests, these are no longer filtered by default on "open requests". It is showing all requests, resolved and unresolved. The customer can still manually change the filter, but it was better when this was defaulted to unresolved only. The "created by me" filter is still applied as default.
This is basic feature if you want user use one site available for customer and internal employees like ITSM or ESM together. We should be able to have multiple help center easily
Hello @Sushant Koshy If I add another Help Center, how can I categorize projects, for example I have 40 projects in our instance, I want 20 projects to be in one help center and other in second. I was not able to do this (Can I see documentation somewhere?)
Multiple Help Centers (HCs) are a lifesaver for us. This feature allows us to have Service Desk Portals in different Help Centers without purchasing a plugin to provide similar features and to minimize the number of portals in each HC, thereby making it easier for our users to get to the right portal quickly.
As part of our ITSM transformation from Request Tracker (RT) to Enterprise Service Management (ESM) using Jira Service Management (JSM), we have created three HCs to begin this transition. Currently, we have a test HC, an ITSM HC and a Production HC, where we are initially revising our current set of portals, and we are creating our initial set of Service Desks to replace the RT queues used by the rest of the company.
We plan to create up to 150 team Service Desk Portals and allocate these Portals to one of the HCs.
So far, this feature is working as we expected.
I am grateful that we are able to test and use this new feature and realize the value added to our ESC.
Atlassian Team members are employees working across the company in a wide variety of roles.
June 19, 2024 edited
We've started rolling out the ability to create and manage multiple help centers to new and existing Jira Service Management Cloud customers. By the end of August 2024, all cloud customers on premium and enterprise editions will have access to the feature.
I did successfully set up a new help center and defined which service projects should be visible there.
However I created a new service project after this and that project is default visible on the new help center (as well). Is it the planned functionality (or my environment does not work properly)? Imagine having a dozen help center and every time a new service project created you have to disable it at all help centers...
Would be better that all new service projects should be disabled by default for all help centers (though can be enabled the the default Help center).
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