How to support a multi client scenario?

[Gábor Faludi]

Hi ,

We are a support /  development organisation with a number of clients. 

We would like to implement JSD for our org.  How do you support such scenario? 

Would you create multiple jira projects one per customer  ? 

This makes the support staff's life difficult because they need to go through each project separatly?  IS there a better way? 

I think a single project is not an option because clients cannot see each others' issues. 

Any ideas? 

tx,

gabor

[Serkan]

We've a product which is fully integrated to JIRA and works together with it.

We aim to solve exactly for that kind of needs. We'll be appreciated if you try and give us your feedback.

https://www.maestrocr.com

[Michael Andolfatto]

Hi @Gábor Faludi ,

Customers in Jira Service Desk can be grouped into Organizations, and if set up, can be allowed to share requests created with only other Customers within their Organization.

Using this approach, you can have a single JSD project for many different clients.

Please see this article for setting up Customers: https://confluence.atlassian.com/servicedeskserver/managing-access-to-your-service-desk-939926273.html

More info on JSD roles: https://confluence.atlassian.com/servicedeskserver/setting-up-service-desk-users-939926312.html

[Jennifer Kharrazi]

@Michael Andolfatto  with this set up you refer to, is it still possible for emails to be automatically made into a request?

[Michael Andolfatto]

Hi @Jennifer Kharrazi , it's been a while since I've configured JSM so assuming that nothing has changed, yes absolutely.

An organization is something you can configure within a project. Let's say we have two clients from two different companies who will be raising requests:

• Amy S. (amy.s@pariscorp.com)
• Frank M. (frank.m@vic.org)

Within my service project, I would create two organizations: ParisCorp and VIC. The respective emails of the users above would be added to each.

When email requests are configured for my project, it will allow both Amy and Frank to generate requests by sending an email to the same mailbox, but due to the fact they belong to different Organizations, their requests will be hidden from one another.

Onboarding a new employee: John R. (john.r@pariscorp.com) and adding him to the correct Org means that I can make his requests available for Amy to view and vice versa.