Customer Portal Options For Unique Visitors

[Jared G]

As the title suggests, looking for a way to create unique portals for our customers.  We are a consulting type business, so our customers send us requests to process things like their new hires, and other payroll related tasks.  When they submit these types of requests, they often want high levels of customization such as a drop down that would give them their own unique department codes, amongst a dozen other things.  We are not wanting to create hundreds of projects due to the limitations on various elements not being shareable between projects.

I am aware of the limitations of JSM, such as only having one portal per project (unless you move to premium).  We do use Refined to at least provide some customization but it is still not unique to the customer.

Open to any and all suggestions!

[Raj Sehmi · Accepted solution]

Hi Jared!

Nice to hear you're already using Refined Sites for JSM Cloud - it is indeed possible to create multiple helpcenters (as many as you need), and include the same JSM project on the same. So you'd have one JSM project, serving multiple customers in unique helpcenters customised to their needs.

For customising the request types themselves - if you haven't already tried this, maybe conditional fields using JSM forms might be an option? https://confluence.atlassian.com/jirakb/using-conditional-logic-with-forms-1167693620.html

So if a customer wants to create a request, you have a field for "company" for example - that then serves different subsequent fields based on what they select on "company". 

Hope this helps!

/ Raj

[Jared G]

Thanks Raj, appreciate the feedback.

Regarding: It is indeed possible to create multiple help centers - is that under the guise of using Refined?  If so, I've just noticed some limitations such as it continuing to drop our company logo at the top, sort of in the header zone, where-as we would want different logos per portal.  The URL also remains the same.  If there are work-arounds for that, let me know and I will continue to play with refined to see if I can do this.  I may return with follow up questions!

I'll read the article for the second part, but may also have questions!  Do you know if there's a way to take their login, read the domain, and have that populate custom fields?

Thanks again!

[Raj Sehmi]

Happy to help, Jared!

For the multiple help centers (this is on cloud, just to clarify, Refined DC works a bit differently):

- You'd need to create a Refined site for each of these: https://help.refined.com/space/CLOUDDOCS/5229346956/3.+Create+a+site

- Include the same JSM project on each Refined site (https://help.refined.com/space/CLOUDDOCS/4868309041/Jira+Service+Management+projects)

- You can then customise each Refined site to have a custom logo, look and feel and so on - the logos are site wide here, so should apply to the underlying JSM portal in the context of that particular site. Each Refined site has a custom URL to it (with the .refined.site domain, customisable using custom domain connections if needed - https://help.refined.com/space/CLOUDDOCS/4704241157/Custom+domains)

And then the second part would be using the conditional logic on the forms on the Request Types to serve different fields based on what they input first. I don't think it's possible right now (from Refined's side at least) to read the domain from their login and populate fields based on that - good feedback though!

/ Raj

[Jared G]

Hey Raj,

I'm pleased to say I spent some more time with Refined, and found the method for creating multiple sites, how awesome! Thanks so much.  For anyone else looking for this, USE REFINED!

However, the conditional logic to say, allow a field to only be visible to a particular customer, that I could not get.  The conditional logic only applies to certain field types such as a drop-down.  This would reveal our client names to everyone.

Any thoughts on a work-around or method to handle this?  I'm still playing with the request types and form options now that I can break out the sites, so perhaps I'll stumble on a solution as well! Thanks again, I've accepted your initial response as it was very helpful!

[Raj Sehmi]

Hey Jared,

That's great to hear! And I'm happy to help.

Okay, that's a bummer about the conditional logic. Depending on the number of customers you have, and if you're still looking to use the same JSM project for all, you could:

- Group the customers into organisations in JSM - https://support.atlassian.com/jira-service-management-cloud/docs/group-customers-into-organizations/

- Restrict request types based on organisation: https://support.atlassian.com/jira-service-management-cloud/docs/add-or-remove-restrictions-on-request-types/

So then you have different request types visible to different customers, depending on what organisation you add them to. All from the same JSM project, and on multiple Refined sites customised with branding for each.

Could this work?

[Jared G]

Hey Raj, I found this while playing around with some options, but thank you for offering the solution!  I'm in a much better place between using Refined, and this setting.  Thanks for all the help!

[Joseph Chung Yin]

@Jared G -

Unfortunately, I don't believe there is a workaround in your situation.  The Portal UI (Help Center) where customer lands in is common for all customers.  I am not aware of any third party add-ons that can give you the the unique portal UI per customer in the Marketplace without changing your subscription plan of JSM product.

As a possible workaround, here are your options -

1) You will need to setup a separate project and only expose it to the specific customer.  Afterward customize the project's Request Types/project configuration to tailor their needs.  While other customers will not even see the project in the common Portal UI.

2) Or you can check with Atlassian Support Team (https://support.atlassian.com) for their suggestions.

Hope this helps.   Sorry.

Best, Joseph Chung Yin

[Jared G]

That's what I was afraid of.  Seems like such a silly limitation.  I'll await to see if anyone else has any ideas.  Thanks!