one project, or many?

[Mariam Benashvili]

hello, 

I am going to use Jira service desk in my company, but  I couldn't decide to create one project and use it for every clients, or create individual projects for each company. what is advantages and disadvantages? Please, help me make the right decision :) thank you 

[Jack Brickey · Accepted solution]

Here are my thoughts on this. But before sharing, please be sure to search the Community for similar posts/discussions as there have been a number on this topic w/ good answers/opinions/discussions.

• Generally speaking fewer projects is better than many but there are most certainly exceptions.
• If you have independent teams of Agents that will work unrelated tasks then separate projects works well. Agents can work in separate queues w/o the clutter of other Agents queues they don't care about. Conversely, if the same agents will be working the issues for multiple clients then having everything in one view has its advantages.
• If the issuetypes and request types are dissimilar then maybe separate projects would work better for you.
• If the workflows between the issuetypes are our might need to be different then maybe separate workflows would work best.
• If you wish to keep client's issues separate but you don't want to use Organizations to accomplish this then separate projects might be warranted.

Here is a view of my JSD projects to provide an example:

• IT - internal IT requests
• HR - internal staffing requests that require approval
• Facilities - internal facilities requests (separate from IT because the requests and agents are different)
• CS - external customer support requests. I use Organizations to separate out the various customer organizations.
• CTAC - customer technical support. This is separate from CS as it is a different business unit with separate agents, workflows, request types, etc.

Hope this helps.

[Mariam Benashvili]

Thank you Jack, I appreciate your taking the time to answer my question. It has really helped me

[Olivier GALLAS · Accepted solution]

Hi Mairiam,

In my opinion, a project is build on a workflow for each issuetype.

For example, i manage many project with different teams. They dont use the same technology to dev and there are many differences in their way of developpement.

I need to have different workflow so i choose to create many projects.

Regards,

Olivier 

[Mariam Benashvili]

Thanks Oliver for your response