Best Jira setup for Multiple Clients

[Mark Galpin]

We are in planning to use Jira to manage software development used by multiple clients (currently 5 but growing)

We'd like to give each client the ability to see and track issues they've raised - which will be a combination of client specific development requests and enhancements or defects in a core product we've built (and are still in the process of building). Each client should have their own view but not be able to see another clients issues.

There is cross over however where multiple clients request the same feature - in this case we'd want to create a single issue all the requesting clients could see, or link back from the client's own issue to a common issue. We'll also be using Jira to manage the software development lifecycle of the product so all issues involving code change will move through a sprint, test and release cycle.

Can anyone recommend the best way to do this? We were thinking to set up separate client projects (to easily restrict permissions) but we're unsure how to setup the shared issues/product enhancements that impact multiple clients. Would this be another project for the product itself that all clients have access to ? Any advice appreciated!

[Nguyen Tran · Accepted solution]

Hi Mark,

I think it depends on how your business is structured. Do you have the same core product that all your clients raise requests on? Or do you develop multiple products for different clients?

From what I'm assuming your company have a core product that multiple clients are using and raise request for. I think the easiest and most cost effective for this case would be deploying a JIRA Service Desk. Have your customer raise their requests on Service Desk and you can create a linked development ticket to JIRA for your development team.

Nguyen

[Deleted user]

Thanks Nguyen, yes it is a core product multiple clients are using.

I've read up and I think Service Desk could be a good approach , just to confirm it is still possible to give each client a kanban like view (in progress, backlog etc) of their issues if they're using service desk ?

[Nguyen Tran]

Their view would be like this. It's not exactly kanban board but it could work.

[wendy]

Hi Nguyen, this is very helpful.  How would this view be created for the customers?  We have multiple clients and we use multiple projects.  Do we use organisations?

[Nguyen Tran]

Hi Wendy,

This view is out-of-the-box feature for Jira Service Desk. Each customer login through the portal can see all of their current open (or closed) tickets or all ticket that is created by their organization depends on your customer permission setup. For more detailed permission setup, I would need to understand your current situation as well.

Nguyen

[Deleted user]

Well, what about consulting firms that build bespoke software for clients? We want each clients project(s) to be isolated from the others. We don't mind paying the per user fee for our clients and contractors. We just want per-client security boundary.

[Nguyen Tran]

Hi Neil,

Jira Service Desk's permission is similar to Jira Software. So you can do different projects for different clients with restricted browse project permission so your clients will only see the portal that they have permission to.

[Serkan]

Hi,
We've built a fully JIRA integrated product exactly for that kind of needs. We'll be appreciated if you try and give us your feedback.

https://www.maestrocr.com 

BTW, we are collecting the feedback as CR suggestions using MaestroCr widget, too (you'll see it in our website). That setup allows you to get CR suggestions directly within your own products running in your clients already.

Best,

Serkan