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Getting Started with Help Center Design and Dynamic Forms

Kathleen Walsh May 17, 2024

Hello! 

 

I am a Jira novice working at building out a service portal. I’m supporting a SaaS company that wants to build out a distinct help center for each of the companies they work with as the integration for each company is different. 

 

So far, I’ve been able to create projects for each client - but the help center content seems to be replicating across the Help Centers and I need to be able to limit it by users. 

 

As a next step, I am trying to do the following: 

  • Create a flow that allows users to click a box like the below and then get to another page with a similar set of boxes to submit requests. Is this possible? I can’t seem to get the “portals” - as I think they are called to show up the way I want and show up as a second layer

    screen2.pngScreenshot 2024-05-17 at 5.11.23 PM.png
  • I want to create dynamic forms that are conditional - so that you are fed different options based on how you respond - is that possible? I know how to create forms, but can’t seem to figure out how to make them dynamic and conditional and I would like to make sure that I can make these forms specific to each client. Is this possible?

 

Thanks!

3 answers

1 vote
Mikael Sandberg
Community Leader
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May 17, 2024

Hi @Kathleen Walsh,

Welcome to Atlassian Community!

Currently you cannot have separate portals for your projects, currently you can only have one portal. There are apps in the Marketplace that allow you to create multiple portals and customize each of them. Refined is one, and the other I know of is Theme Extensions for JSM.

Mikael Sandberg
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
May 17, 2024

What you can do in the default portal is to limit who have access to each project, so you can control access that way, but all your customers would come to the same portal.

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Kathleen Walsh May 17, 2024

Thank you! @Mikael Sandberg - Do you have a preference between the two? 

Mikael Sandberg
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
May 17, 2024

Not really, I know Refined has been around for a while and I used other apps from them in a previous life when I was on server/data center.

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0 votes
Joseph Chung Yin
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
May 17, 2024

@Kathleen Walsh -

Welcome to the community.  To supplement what @Mikael Sandberg stated that he is correct that there is only one Portal UI for your JSM site as of right now.

I know that Atlassian is currently beta testing the feature allowing each site to have multiple portal UIs.  However it is not available yet.  In addition, I believe it is only available for Enterprise subscription plan at this point for the beta testing.

The other option is to restrict access of your different JSM projects.  So when users access your Help Center portal, they can only see the project(s) that they are allow to see.  You can do this by accessing Project Settings >> Customer Permissions UI for each of your projects.

2024-05-17_16-51-52.png

In regards to FORMs design, you can take a look at this reference link on finding how to build in the conditional control of your FORMs elements -

https://confluence.atlassian.com/jirakb/using-conditional-logic-with-forms-1167693620.html

Hope this also helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.

0 votes
Kathleen Walsh May 17, 2024

OK - I think I figured out the conditional bit, but would love help with the design components. I am feeling really dumb that I cannot figure this out on my own. 

https://confluence.atlassian.com/jirakb/add-a-conditional-field-to-your-project-using-forms-1188419353.html#:~:text=Click%20on%20the%20section%20divider,Select%20Conditionally.

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