Is there a less "independent" alternative to projects?

[Juan Mateo Romero Rubiano]

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.

[Joseph Chung Yin]

@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

[mogavenasan]

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.

[Juan Mateo Romero Rubiano]

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.

[mogavenasan]

Hi @Juan Mateo Romero Rubiano,

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

[Mikael Sandberg]

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.

[Juan Mateo Romero Rubiano]

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