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

[Nang Shwe Yea Oo]

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

[Walter Buggenhout]

Hi @Nang Shwe Yea Oo,

It may be a good idea to look for a partner in your area to help you set up things according to best practices and help you out with some additional training where needed. Having said that, let me attempt to give you some pointers that hopefully answer most of your questions.

1. About the common portal

The portal in JSM is a set of views used by the customers to create and find their own requests. Ticket management is done by agents, commonly through queues.

Queues are specific to a Jira project, so you won't be able to use the built-in queues to manage tickets from multiple projects in a single view. Nevertheless, it is perfectly possible to create filters using JQL to pull tickets from multiple projects:

Project in (ProjectA, ProjectB) 

Those filters can be used as a source for a kanban board or for filter results gadgets on a Jira Dashboard. Those would allow you to provide a single view of your cross project tickets for management purposes.

2. Duplicating tickets across projects

Using automation you can create copies of tickets automatically. Tickets in Jira are always numbered automatically using the Project Key of the project the ticket is in, followed by a sequence number in that project.

If your duplicated issue is created in project B (PRJB) and that project already has e.g. 12 issues in it, the new issue key will be PRJB-13.

3. Centralised KB

Yes, that is possible. Every project can be linked to 1 or more knowledge bases in Confluence. If you want a single space to act as a common KB, you can link that same space from multiple JSM projects.

4. Impact of license activation

Switching from a free to a paid license does not impact your configuration at all. The only caveat may be that your paid plan may offer additional features / capabilities that you might want to start making use of, so configuring some of these additional options may be worth looking into.

Hope this helps!