I would like to assign a role to customers in service management. For instance, some customers might be assigned a role of "Patients" and others customers "Clinicians", etc.
I am interested in assigning roles so that I can tailor the content that a customers sees. For instance, I might show certain knowledge base articles that are only viewable to "clinicians" to customers with this role. A tagging mechanism could also work if I'm able to connect this content as well. Is this possible or do you have any suggestions on how to accomplish this?
Hi @Imad Alabed,
JSM has a mechanism for tagging content in the knowledge base, but that links to the request types (or forms) in your service desk instead of users.
To apply your example, in Confluence you would add labels to your articles: patients or clinicians. Then, in the project settings / knowledge base, you can link those labels to allow suggestions for specific request forms, like in this example (systems):
Obviously, for this approach to work you would need to set up your request type forms in line with this approach. If a request type is shared across patients and clinicians, you should not include the labels to ensure all articles are found when searching.
Hope this helps!
Hi Everyone, In this tutorial, we will show you how you can monitor an SLA, and send notifications before or after the SLA has been breached. SLA Threshold Trigger The SLA t...
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