Setting Access for Multiple Help Centers

[Chisato Saito]

Hi there,

I have a question regarding access to multiple help centers. I am considering the following scenario:

• Customer A (Team A) should have access to Help Center 1.
• Customer B (Team B) should have access to Help Center 2.

However, when adding customers to each project, even though I select the appropriate help center for them, both customers default to accessing the same help center.

Does anyone know of a workaround for this issue? Any help would be greatly appreciated. Thank you!

[Marc - Devoteam]

Hi @Chisato Saito 

To have multiple help centers, you need to have a paid Premium or Enterprise plan.

https://support.atlassian.com/jira-service-management-cloud/docs/create-and-manage-help-centers/ 

Free and Standard plans don't support multiple help centers, you will only have 1 single help center

If both JSM project can be access by customers, they will see both portals to these projects on the help center.

You could set Request Type, so some request restrictions are only visible for different customers, users or groups.

add-or-remove-restrictions-on-request-types 

This will mean that you have to maintain 2 groups in your user management.

[Chisato Saito]

Thank you for your response. I am currently using the Premium plan. When there are multiple help centers, is the method for controlling which help center each customer has access to based on their project permissions?

[Marc - Devoteam]

Hi @Chisato Saito 

Yes, they are based on project permissions, how are you help centers configured?

What do customers do to end up at the same help center by default?

[Benjamin]

Hey guys,

since we are testing some scenarios (best case would be to differentiate between customers, internal projects and external partners by different help center), i can provide additional insight (even if i do not think that it solves your problem):

• Permissions do not depend on project permissions. If you have customer access in any portal (defined by projects) you can open other help centers as well. You can acess the specific url and the "topics gagdet" of them as well, even if the content are knowledge arcticles of another project (just the summary, but still an issue for sensible data)
• You can not remove projects from the standard help center to get something like redirections to the help center a specific group should arrive

Regarding your @Chisato Saito problem, I could reproduce it. My steps:

1. Add new help center
2. Check if project is active in that help center (deactivated all others)
3. Add customer with property new help center (below mail address)
4. Click on invite link as that customer
5. Arrive at standard help center
6. Open a ticket for that customer
7. Set customer as reporter
8. Click "show issue" as the customer
9. Arrive at standard help center

As long as I did not make a mistake it seems to be not possible and i can not think of a workaround, since you can not deactivate projects with attached portals for standard help center.

I am happy about this feature per se but at the moment i see no benefit in using it. Even if you can provide the link to the correct help center to initiate the process differently between two teams, as soon as they receive a notification and click on it, they will arrive at standard help center. Additionally all external customers could see internal IT data if you want to provide it in the help center overview.

If I did some mistakes or you made different experiences, please call me out on it.

Best regards,
Benjamin