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

This widget could not be displayed.

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.

Cheers,
Peter T

This widget could not be displayed.

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.

 

 

Suggest an answer

Log in or Sign up to answer
Atlassian Summit 2018

Meet the community IRL

Atlassian Summit is an excellent opportunity for in-person support, training, and networking.

Learn more
Community showcase
Posted Wednesday in New to Jira

Are you planning to trial, or are currently trialling Jira Software? - We want to talk to you!

Hello! I'm Rayen, a product manager at Atlassian. My team and I are working hard to improve the trial experience for Jira Software Cloud. We are interested in   talking to 20 people planning t...

115 views 2 0
Join discussion

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you