We have been using JSD for internal support (IT, Facilities, Staffing, Purchase Requests, etc.). We are now assessing for use as a support portal for external customers. I'm looking for input from the community on best practices and things to avoid.
Requirements:
To get things started I am initially thinking of the following model:
Questions:
I apprecaite any thoughts from those using JSD in such a manner.
Hi Scott,
Yes that complicates things. You could probably get fancy and put restrictions on the KB by the group that your users belong to. As there is no concept yet in Confluence of Organizations that would mean maintaining those users into a group as well as an Organization.
You can restrict by label to request forms, but then you would need to restrict request forms by orgs. Still would need groups and the Extensions for JSD plugin.
Keep me posted on which way you're leaning.
Item 6, shared and organization specific knowledge base articles is also something I am after. Would really like to know if this is somehow possible.
Without this we would need a JSD project per organization which I suspect may complicate things.
S.
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Hi Jack,
We are presently setting up to roll out JSD for our external customers. We have requirement #1, customers can only see within their company. So we use Organizations and the Customer Permission "other Customers in their organization".
I"m not really sure how to handle #2 with dis-allowing users to not share other issues within their organization. I haven't seen anyway to do that yet.
For #3, that should be straight forward if you keep external customes in one service desk project and internal ones in a different one. At least that's how I'm planning on doing it.
For #4 we have the same requirement. We tediously maintain for each external user in their properties their Customer Name and their tempo account. A post-function on the workflow on create then takes the reporter's properties and places them into custom field "Client". If there is another way, all ears.
#5 - That should be easy as you can write any jql for the SLAs. So user is memberof{"group for that client") gets their own SLA, calendar etc. We will be doing that for a set of our clients who are Global clients so get 24/5 support versus just office hour support.
#6 - No idea how to manage that.
Just a hint, we are using Intenso JSD Extension. Very useful for segregating our groups by request types.
Keep me posted on how you get along.
Susan
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