Supporting multiple customers with JSD

[Simon Teppett]

Hi 

I have rolled out JSD for our business to provide software support for our customers. I am now in the process of extending the portal to support hardware issues. This is adding a lot of additional configuration to each JSD project. 

I left wondering if I should have gone with a single project for all our customers rather than one for each customer as the amount of work to duplicate the config for each project is significant. 

BUT if I was to do that I can't see how I could support unique SLA reporting for each customer. 

Am I missing something with the SLA config? 

Or is there a way to clone the config between projects to avoid me having to make a large number of changes to each portal (so many that I am bound to miss something somewhere)

Thanks for any suggestions

Simon

[Alexis Robert · Accepted solution]

Hi @Simon Teppett , 

I usually recommend creating only one Jira Service Desk project for all customers, because as you've said it's much easier to maintain over time.

Regarding you question about SLAs, it can still be done on a per-client basis : you only need to put your clients in Organizations and configure your SLA based on this. It works well and is quite easy to configure.

Let me know if this helps, 

--Alexis 

[Simon Teppett]

Alexis - many thanks indeed for the reply. I appreciate people taking the time and effort to do that.

If you have done this yourself, could you share any "best practice" tips on how you set up the SLA's for each customer?

Cheers

Simon

[Alexis Robert]

Hi @Simon Teppett , 

there is a quick guide on Atlassian documentation on how to do this : https://confluence.atlassian.com/jirakb/how-to-implement-slas-by-company-organization-or-client-777027032.html

Basically, you would group your clients by creating Organizations, and then base your SLA on a JQL with criteria "Organization = xxx".

Let me know if this helps, 

--Alexis

[Simon Teppett]

Hi Alexis. That was my assumption. I just wanted to check if there were any other tricks or tips that I should consider. Once again - I appreciate your help.

[Simon Teppett]

Cancelled

[Kyle Kendall]

@Alexis Robert THanks for the info.  I have a follow up question on this topic.  If I create organizations to silo customers when they enter and what they can share, is it possible for individual users, internal to my company, to be associated to multiple organizations at the same time?

We have field deliver engineers who may work on multiple projects for multiple accounts and I would like to them to have the ability to open tickets on behalf of those organizations.

[Simon Teppett]

Hi Kyle

In the end, I decided not to take this approach as the overhead of setting up the SLA details was going to be enormous. It depends on your scenario - but I would suggest you look at that closely.

While I was testing it - you can add customer's to multiple organisations and they will be able to see each organisation in the customer-facing web portal. It is very quick and easy to set up 2 organisations in a test project to try this out yourself. 5 minutes of work.

One thing I noticed was that if a customer is in multiple organisations then by default they do not share any new issue raised with either organisation. There is an Atlassian request open to fix this - but IIRC it has been open for a long time already :-)