Multiple workflows in single customer Portal

[Mamta Bodhale]

Jira service desk currently supports multiple customer support portals within its suite, but not the ability to have a different workflow / ticket type / option type based on customer organization, or another custom attribute of the customer accessing it. 

We'd like to be able to do that within the same portal with defined rules of who sees what, instead of multiple portals. is there a way to do that?

[John Funk]

Hi Mamta,

I suggest you open a support ticket with Atlassian to make your request known to them. 

https://support.atlassian.com/contact/#/

[Aaron Geister _Trundl_]

@Mamta Bodhale 

When utilizing multiple help centers, you can create a dedicated help center for a specific set of customers. This allows you to link specific projects to that help center, ensuring that the request types associated with different workflows are published by the projects that constitute the help center.

Here is the introduction community post that includes multiple help centers

Here is the support page that goes over create and managed help centers

Remember each project can have its work items (issue types) that make up the different request types. The work items will be what is linked to the workflow and the work items can then create request types. 

I hope this helps.

[Mamta Bodhale]

Thank you for your response, Aaron, we're basically looking for a way to avoid setting up unique help centers, but rather define who sees what - based on another attribute, e.g. Organizations, or Customer Type, or some other field either inbuilt or custom field. 

In our workspace, we have multiple overlaps of organizations accessing different a-la-carte products, there's multiple permutations and combinations, so having distinct help centers is not the right solution for our problem. 

[Aaron Geister _Trundl_]

You can restrict request types to user name, groups or customer organizations if that helps. This would allow you to help organize request types so customers only see what they should. 

I don't think you can use an attribute of an organization to help facilitate the restriction.

[Mamta Bodhale]

Thank you Aaron! Do you know if there are any plans to enable that functionality in the future? It's a key feature my organization could use so was wondering if there was any feature ticket I could go vote on.

[Josh]

Hi @Mamta Bodhale. I've run into @Aaron Geister _Trundl_ at TEAM events the past couple years and the guy really knows his stuff. You're lucky to have him jump in to help so quickly. :-)

The only other thing I'd suggest for your consideration would be to have a main request type / form that serves as the initial intake request. You could then use automation to evaluate your different conditions and then either move the request or create linked work item(s) that are mapped to issue types with unique workflows.

[Aaron Geister _Trundl_]

@Josh 

Thanks for the kind words and the assist on this one. 

@Mamta Bodhale I would also agree with @John Funk and put in a feature request. I do know that the Organization details and field are part of the CMDB but they are not exposed to us as admins. You might be able to use advance automation for those fields to help but would still need to use request type restriction by organization. Then as Josh stated use forms to add to request types and gather more data. 

to answer your question I do not know if that will come to be. I do know you can make a feature request and share so we can vote for it. 
I did talk to the JSM team at one time to ask if they could expose the Organization schema in assets so we could use it. They said they would consider that idea.