Overview of two Projects?

The company I'm working at creates a suite of software products. We currently have a service desk for each. We're trying to move away from that. JIRA SD is a much better solution, but we're having difficulty deciding the best configuration.

We'd either like a way of filtering calls from either product in the one service desk, or have two separate projects/unique portals, BUT with an ability to have a top-down view of all of the tickets, and then be able to organise by project.

Is this possible? We're on the cloud platform and have been tearing our hair out over this!


2 answers

Hi Daniel,

Cycle Control is designed to provide a aggregated view and metrics across multiple projects. Take a look here: Cycle Control.

Let me know if you are interested for demo or have any questions.

Peter T

Hi Daniel,

There are several approaches to achieve what you describe.

  1. If you want to be able to split the calls by product the easiest approach is to add a customfield with the names of all your software products and then by including this on the portal as the customer to select which product their issue relates to. Remember to include an "other category" for when it is something not listed.
    Once you have the customfield you can then filter as appropriate to show the different calls per product. It is also then easy to see your top-level view as you can build a quick dashboard with a gadget reporting on the customfield.
  2. Alternatively if you set up a project for each product you can make each have its own portal for customers to raise their requests.
    With this you would then need to look at more complex dashboards to bring together the information from each project for reporting.



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