JIRA Service Desk for Internal and External Helpdesk

[Tim Straub]

Hi community,

we think about using the JIRA Service Desk  for an internal and external helpdesk tool. The external helpdesk ist for customers and the internal for our IT helpdesk.

For security reasons we would like to split it into two instances, one for internal corporate users and one for external users). We need to make sure that our internal projects and knowledge are not accessible from outside.

The externel instance should be located with Confluence as a knowledge base in our DMZ.

Our internal instance will also connect to a secondary Confluence installation as an internal wiki.

With this scenario we need licenses for two Service Desk and Confluence installations and need to open the firewall to link the external ServiceDesk issues to an internal JIRA issue in an internal JIRA project.

Does anyone knows a working solution for this scenario which keeps costs and effords to a minimum?

Is there a better way to do this which?

Thank you in advance,

Tim

[Andre Lehmann]

You can do that your suggested way.

But you can also do that on one jira server and onde confluence server with a correct set of permissions.

[Tan Ng]

@Andre Lehmann , can you elaborate more on the "correct set of permissions" for internal and external users on one single instance of Jira Service Desk and Confluence?  Thanks.