Come for the products,
stay for the community

The Atlassian Community can help you and your team get more value out of Atlassian products and practices.

Atlassian Community about banner
Community Members
Community Events
Community Groups

Common Customer Portal, Knowledge base, duplicated issues across project and license activation

Dear support, 

As we are preparing the Jira for our customer service, the following are some of the requirements that we would like to configure. May I know is it possible to do it in Jira, if not, could you please suggest any possible/similar ways to do it?

  1. Common Customer Portal Across Different Projects

We have service desks for multiple projects and there are multiple organizations under each project. And some super users will be managing tickets of respective organizations across different projects. 

For example, we have Project A and Project B. 

Under Project A, there are Organization 1 and Organization 2.

Similarly, under Project B, there are Organization 1 and Organization 2.

Then there are two super users, User 1 and User 2.

User 1 is in charge of managing Project A's Organization 1 and B's Organization 1.

User 2, is in charge of Project A's Organization 2 and B's Organization 2.


Is it possible to provide these super users with one common customer portal, then when they log in, they can choose from options which project A or B/ request types specific to that project and manage tickets that are under their respective organization.

Sample scenario to achieve:

User 1 login through the common customer portal, he can choose whether he wants to manage tickets from project A or B, and what request type but he should only be able to filter tickets that are under Organization 1 of A and B.

  1. Duplicating Requests across Projects

Using our previous sample structure, can one ticket created in Project A be also duplicated to Project B, without having to recreate the ticket?

If so how would the duplicated ticket be numbered?

  1. Centralized Knowledge Base

Is it possible to have only one centralized Knowledge Base that is shared across different Projects?

  1. Impact of License Activation

We have made some configurations with a free license and customers have created some tickets. In the future when we activate the paid License, how will our existing data and configurations be affected? 

Thank you. 

With regards,

Shwe Yea

0 answers

Suggest an answer

Log in or Sign up to answer

Atlassian Community Events