How to have 1 request portal servicing multiple service desks

Yair February 18, 2024

We have 5 different internal service desks in our company. Each one services a different team with different requests, flows, issues etc.

Employees have a hard time knowing which service desk to use for their different requests.

I would like to create 1 request portal which will service the different service desks. 

This portal will have different dropdown menus for the different issues/questions/requests. 

I want the portal to be able to create different tickets for the different  service desks based upon our pre defined flow of each request option.

Is this possible?

3 answers

2 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.
February 18, 2024

@Yair -

To supplement what @Fabian Lim suggested using the third party add-on, here is what I would also recommend -

1) By default each site has just one common HelpDesk portal UI for JSM.

2) For each of your different teams, you can setup multiple projects to support each one of them.  For each project, then you can configure it to fit each of your team.  Each project can be setup to have different custom request type/options listed for the customers.  This means that when customers select a specific project, they will be presented with different request types/options presentation.

3) From the customers view, they will see the different projects presented in the common portal UI where they can access them to submit their requests.

Hope this also helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.

2 votes
Fabian Lim
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
February 18, 2024

Hi @Yair

The advice for you is to use the refined for Jira which allows you to combine request types from multiple service desk projects.  The only downsize right now is that it doesn't support asset fields, but if you are in standard you should be ok.

Good Luck.  

Fabian

0 votes
Yair February 19, 2024

Thanks for the answers. However this addon is out of our budget. looking for something more affordable maybe even free.

Alternatively I wonder if there is a work around to how I can accomplish this goal. Is there a way to natively connect multiple service desks to 1 portal?

Maybe there are other suggestions you may have?

I was thinking of creating a new service desk which would house all request tickets. Each team would have access to this master service desk. They would then filter the tickets based upon tags or something similar and then deal with each request. I could also create different boards /dashboards for each team.

This would mean creating / copying each ticket type and each workflow from each service desk. This seems to be an enormous task and one Im not sure is even possible because each team has their own scheme and I would need multiple schemes in one service desk. Is this possible?

Another method I thought of was to have the 1 centralised master service desk and setup automations for each request to be copied and linked to the current different service desks the teams already use. 

Let me know what you think.

Thanks! 

Suggest an answer

Log in or Sign up to answer
DEPLOYMENT TYPE
CLOUD
PRODUCT PLAN
STANDARD
PERMISSIONS LEVEL
Site Admin
TAGS
AUG Leaders

Atlassian Community Events