Multiple customers with unique request types Edited

[paul_foster]

We have an environment with multiple clients and would, ideally, like to funnel them all into a single Service Desk, single portal setup with no cross-client visibility. Splitting clients off by organization has ensured that one client can't view another's tickets, but I'm unable to determine the best way to set up robust request types that are unique to each client while maintaining the degree of separation needed.

Extension for Jira Service Desk has exactly the functionality we need but request type visibility is only offered for Jira server and we're using cloud.

Is there a way to implement the environment we're aiming for or will be forced to set up multiple projects and develop a dashboard to display them in one place?

[Angélica Luz · Accepted solution]

Hello Paul.

Welcome to Atlassian Community!

When we add a customer to a service desk project, they will be able to see all request types in the customer portal, it’s not possible to restrict by organization, domain, role or group. Currently, there is no permission that prevents that. 

We have a feature request suggesting the implementation of this ability:

• User(s)/Group(s)/Roles security on creating certain "Request Types"

Please, click on vote and watch to receive updates about the feature.

If you don’t want customers from different organizations to see request types that are specifically for other organization, the best option would it be to use different projects, since you can let the projects closed to only people you add.

Regards,
Angélica

[Nils Christian Roscher-Nielsen]

If you don’t want customers from different organizations to see request types that are specifically for other organization, the best option would it be to use different projects, since you can let the projects closed to only people you add.

This is a good idea, but would lead to a lot of complications on our end. The Service Desk engineers need to monitor multiple projects, and generally this sounds like a very heavy handed and clumsy work-around.