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Jira Service Desk customization

manoah upson January 5, 2023

Is it possible to create different portals for clients within 1 project. It is completely illogical for each project to have a portal, why work with many different projects for customers?

It basically implies Jira expects a company to have a complete separate support team for each client, why create silo's like this?

Also it is repetitive, to have a list within the portal for specific questions and then another list when clicked on the portal group, which genius thought about that? 

The most common use case would be this, and this is what im looking to achieve:

You have a Service Desk Project with different Queues for different projects/clients. On the customer facing part you have the help center, and for each help center you have a service desk project. In each help center you have what is now a "Portal" for each queue and then you segment the question if its a bug or feature request on a list. Thats it, the most simple thing and its just not possible.

Is there any way?

2 answers

0 votes
manoah upson January 6, 2023

Is there any way to restrict who sees the portal groups? (based on rights on the logged in user). Client A only sees portal group A, Client B only sees portal group B.

0 votes
Deepak Rai
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
January 5, 2023

It is not currently possible to create multiple portals within a single project in Jira Service Desk. In Jira Service Desk, each project corresponds to a separate customer portal, and each portal can have its own queues, request types, and other settings.

However, there are a few approaches that you can take to streamline the process of managing multiple clients within a single Jira Service Desk project:

  1. Use queues to segment requests: You can use queues in Jira Service Desk to segment requests by client or by project. This will allow you to track the requests for each client separately, and to assign them to the appropriate team members.

  2. Use request types to categorize requests: You can use request types in Jira Service Desk to categorize requests by type, such as "bug report" or "feature request". This will allow you to track the different types of requests separately, and to prioritize them accordingly.

  3. Use customer groups to segment customers: You can use customer groups in Jira Service Desk to segment your customers into different groups. You can then use the permissions settings to control which customer groups can access which queues and request types.

  4. Use the Jira Service Desk API to automate tasks: You can use the Jira Service Desk API to automate tasks such as creating and updating requests, which can help to streamline the process of managing multiple clients.

I hope this information helps! Let me know if you have any questions.

manoah upson January 5, 2023

Thank you for your response, i just cannot fathom this design decision. It doesn't make sense to me. Im aware of all the streamlines, and im wondering if this could be a solution to my problem:

- Can i restrict based on the logged in user which portal group they can see in a portal. 

My problem is that its completely unprofessional to show clients all of our other clients. This should be able to be restricted. This even tho its an inconvenient way for the client would solve my issue.

Nic Brough -Adaptavist-
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
January 5, 2023

I am afraid you have been slightly mis-lead, or talked at inaccurately, by a 'bot.

You are absolutely right that a client should not have access to other client information (unless you choose to allow it), and JSM supports this.

Your clients should be set up as "customers", and grouped into "organisations".  You can get a bit clever with the organisation stuff, but the most basic idea of these is that "people in org X can see other stuff from org X, but not any other org".  The default is "only see my own requests", but it's a simple tick-mark to make it "my org", and a few more to make it "everyone"

manoah upson January 6, 2023

Im just talking about the help desk side, so the customer facing raise a request side. Within this setup i'll be able to need to segment portal groups, because a customer is a portal group.

An Atlassian consultant actually advised us to not use a new project for every customer (which is logical) but Jira does not support segmentation of portal groups or any segmentation within a project on the customer facing side (also very, very limited customization within portal groups).

Nic Brough -Adaptavist-
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
January 7, 2023

Your consultant is right, you can't do 100% client segmentation in a single Jira, there are going to be some leaks of data

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