How to isolate between different Service Projects?

[john chen]

Hi, 

I have 2 service projects on JSM for customer support. One used for official external customer support and the other one for internal feature testing purposes. When a request is created on the official portal, on Requests tab under the Request type drop down, i can see request types from all of service projects. Is there a way to separate them and only show the Request types defined under that specific service project? 

Thanks!

John

[Walter Buggenhout]

Hi @john chen,

That is a permissions matter. Each project has separate permissions that you can define. It's good to have a close look at at least the following support articles:

• Change service project permissions 
• Change project customer permissions 
• Change access settings for your customers 
• How customer access settings impact project permissions 

Apart from that, when you are an agent (an internal user who works on requests from customers) in both projects, it is entirely normal that you can see request types from both projects in the help center. Just be aware that - when permissions are properly set up - customers will only see the request types from the JSM projects they have access to.

Hope this helps!  

[john chen]

Thanks for the replies. I basically went to the project that i wanted to hide the request types from and removed permission entirely and its not showning up on my main project. It works for my purpose but it may not be very efficient if you have multiple live projects. 

[Zoey Wang]

Hi @john chen 

If the two service projects are deploying separate request-type schemes

and each Portal has been enabled and visible in your Help Center

and your portal customers can access them respectively, the listed request types should be exclusive to each service project by default.