Create
cancel
Showing results for 
Search instead for 
Did you mean: 
Sign up Log in

Next challenges

Recent achievements

  • Global
  • Personal

Recognition

  • Give kudos
  • Received
  • Given

Leaderboard

  • Global

Trophy case

Kudos (beta program)

Kudos logo

You've been invited into the Kudos (beta program) private group. Chat with others in the program, or give feedback to Atlassian.

View group

It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

Is there a less "independent" alternative to projects?

Hi all,

My company is checking Jira Service Management, and we need to have a single service desk for multiple "mini-companies". We don't want to use a project for each company because it turns into a related to the single mailbox for all projects, the mail requests that turns into incidents, and also the report creation is designed for each project individually.

Checking the Jira Service Service Management hierarchy we can see projects as the only structure that we can use. Because there is a field called Type, but it's used for the issue type, and the field Components but it is related to the equipment.

I am new in Jira, so please feel free to correct me if I am wrong in my understanding of the basics.

3 answers

0 votes
Mikael Sandberg Community Leader Feb 08, 2021

You could use components, see it as a way of sub categorize your project. The template populates the components as an example, but you can always change that. We use components to categorize our tickets, and it can be anything from access requests to peripheral requests.

Hi @Mikael Sandberg

Thank you so much for your help.

Just a question, If I use the components field for the different small companies, what can I use for the equipment and software that are inside of each one of them?

Thanks in advance

Hi @Juan Mateo Romero Rubiano,

You got most of the part correctly. If your requirement is to serve multiple "mini-companies" within a JSM project, then you will need to think about the permission as well. Maybe, you can implement issue security level for each "mini-companies".

Because there is a field called Type, but it's used for the issue type, and the field Components but it is related to the equipment.

For this, yes you are correct, Request Type is mapped to Issue Type. For Components, it's just a categorization within a project itself and this is a perfect field to use for your scenario.

Hi @mogavenasanThanks a lot for your answer.

I was expecting to use the components field for the different equipment and software that may require support in each mini-company, but if I use it for the mini-companies, what can I use for the equipment and software?

Thanks in advance.

Hi @Juan Mateo Romero Rubiano,

You can have a select list custom field for equipment and software.

@Juan Mateo Romero Rubiano  -

If you simply want to use one single project to host many customer company, you can also acheive it by categorize your custom based into different organizations.  In JSM project, you can configure it so only customers associated within the same organization can share issues reported within the same organization. 

Please refer to the following postings for additional information - https://confluence.atlassian.com/confeval/jira-service-management-evaluator-resources/jira-service-management-grouping-customers-into-organizations

https://support.atlassian.com/jira-service-management-cloud/docs/group-customers-into-organizations/

Hope this helps.

Best, Joseph

Suggest an answer

Log in or Sign up to answer
DEPLOYMENT TYPE
CLOUD
PRODUCT PLAN
FREE
PERMISSIONS LEVEL
Site Admin
TAGS
Community showcase
Published in Jira Service Management

Why upgrade to Jira Service Management Premium?

We often have questions from folks using Jira Service Management about the benefits to using Premium. Check out this video to learn how you can unlock even more value in our Premium plan.  &nb...

235 views 1 6
Read article

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you