How best to configure a Triage JSM Portal that will create tickets automatically in other Portals

[Wendy Thorneloe]

Hi

We want to make it easier for users to know what portal to create tickets in. We want to hide all the portals from the users except for one. We want the one Portal to do the triage of the ticket. The user would fillout a form and that form would decide what portal that ticket needs to be created in. Then with help of automation it would create the linked ticket in the appropriate Portal. Is this possible? Has anyone done this before? Does anyone have a better idea?

Thanks

Wendy

[Tomislav Tobijas]

Hi @Wendy Thorneloe ,

Based on what you've said, you would need some parsing of the content entered by the customer - whether parsing and checking some keywords in the ticket summary, description or some other field. I believe you could use automation for these things, like advanced conditions and such.

On additional note, can you share how many portals are we talking about? I'm not sure if I'm in favor of having one central thing and then replicating or moving things to dedicated portals. :/ 
Although it depends on the size of the whole help center.

Some additional things worth checking are:

• Topics - on the landing page of the help center you could create topics with some sections and/or knowledge base articles that could guide customers on which portal or req. type to use
• Multiple help centers - if it's possible, this one is worth checking out. Instead of having all portals in the same place, maybe you could use different help centers to 'granulate' portals and req. types as well

An additional idea when it comes to automating the review of tickets and then triaging them to different portals or so would be Rovo. I've seen some cool examples that this tool can do, although non on the topic you've mentioned, but maybe this can do the job as well.

Hope this helps.

Cheers,
Tom

[Tomislav Tobijas]

Additionally, I just stumbled upon the latest releases in JSM related to Virtual Agent. I would recommend to check it out. Particularly part about it being available in the Help Center (Loom video in the post).