Customize portal for specified organization

[Matias Silversteyn]

Hi, i`m testing Jira Service Desk, and i have a following question about request types and the portal.

I have multiple request types which I don`t like any customer could see it from the portal.

For example, i have the following request types:

- A

- B

- C

The request types A and B, i just want to be seeing from specific organization (group of customers).

So, when someone from the organization "ORG1" go to the portal, i want him to see all request types, but when someone from another organization go to the portal i want him to see just the request type C.

I need this customization, because i have multiple customers, but not all should request the same request types

Is it possible to do that?

How?
Thnaks!

[Hernan Halabi - Elite IT Consulting Group]

I know you can do that with extension for Jira add-on on the server version, I suggest you double check it's the same on cloud

[Matias Silversteyn]

Hi, thanks for answer. I checked it, but it seems it doesn`t allow that. I didn`t find the way to do that with this plugin.

[Hernan Halabi - Elite IT Consulting Group]

Sorry I was too sleepy yesterday today I recalled that on cloud we couldn't do that to one of our customers the way you describe, so we used all different projects but one single queue for the agents to make it easier for them by using this add-on. I hope is a valid solution for you as well

[Matias Silversteyn]

Thanks, so, i should create 2 JSD peojects (customer A, everyone else), where from “customer A” project, i should create customs request types + generic request types, and the url portal will have only that request types

then, from “everyone else” project, i should create only generic request types, so the portal will have just generic request types.

At this point, i have 2 web portals, one to give to “customer A”, and the other to the rest of customer

is it correct?

but when i receive tickets, i have to check in both projects, it will be little be complicated to follow that workaround.

or thats why you suggest to make one queue for everything? For example, from project “everyone else” create a queue to folllow tickets from both projects? Is that possible?

so, the JSD users will work only on that project, correct?

thanks

[Hernan Halabi - Elite IT Consulting Group]

You are correct, you need to projects and with the add-on mentioned before you can do one queue for both projects

[Matias Silversteyn]

Can’t i configure one queue cross two projects without the addon?

maybe i can configure one queue using jql filter like that: key= “project1” or key= “project2”

what do you think?

thanks

[Hernan Halabi - Elite IT Consulting Group]

No, that isn't supported which is why I mentioned the add-on

[Matias Silversteyn]

Ok i got it. Thanks!

may i ask something else?

i have a customer which has lot of users who will access to the portal to request for support.

in JSD, i created an organization, to group all users from same customer.

the problem appears when same user from that organization, from the portal, can access to see his tickets, or all tickets from organization. I don’t want that. I just wanna each user can access to   His own tickets, not all organizations.

and, to make ir more complicated, i want to define like a super user from organization, who can watch all tickets from any user from the organization.

thanks!

[Hernan Halabi - Elite IT Consulting Group]

That's trickier, because users can pick who to share the ticket with, by default is the organization so a workaround would be with automation to clean the organization field each time the ticket is created and at the same time share it with your superuser. Maybe instead of organizations you should add the users to groups and that's easier to restrict sharing tickets from the portal, you still need to add the superuser to each ticket. Not the prettiest solution but should work

[matisilver88]

Hi, is there groups on JSD? I can`t find them.

Maybe i didn`t explain what i need:

I have a customer (Microsoft,  for example), which has multiple users who can request for support.

In jsd, i should group all users under Microsoft organization, so i can filter for example all tickets from Microsoft, to see easier all tickets from one organization.

But if i do that, it brings a problem, and it consist on the portal, because all users when log into the portal, can see his tickets, or all tickets from Microsoft organization. This is a problem, because I don`t want them can see tickets which are not from them.

Maybe i shouldn`t use organization, and the right way to solve this is another workaround, but i don`t know which is.

Thanks.

[Hernan Halabi - Elite IT Consulting Group]

Groups configuration requires Jira Administrator permission, but if you use it for customers you can query for tickets reported by users that are part of a group instead of the organization. It's the alternative you have for your scenario

[Matias Silversteyn]

May i send you a private message explaining my idea integrating jsd? So you can advice me the best way to do it.

thanks

[Hernan Halabi - Elite IT Consulting Group]

Reach out me via LinkedIn or our website and we can talk more about your requirement and see how we can help you achieve it.