Unified Cross-Instance Requests

A company can run separate Jira Service Management (JSM) instances for IT, Facilities, and HR, each with its own queues, permissions, and configuration. Employees then have to remember which portal to open for each kind of request. UniPortal merges the instances into one dialog on the JSM customer portal, where each connected instance has its own tab.

IT, Facilities, and HR in one dialog

An employee opens the dialog once and switches between the IT, Facilities, and HR tabs instead of bookmarking three portal URLs. An instance appears in the dialog once it has at least one request tab.

Several views per instance

Within each instance, you can add up to 10 request tabs, each with its own columns and filters. For example, the IT tab can show My requests and Hardware side by side, where Hardware uses a Tab JQL to list only hardware requests. See Request Tabs for how to add them.

Custom columns for each tab

On the IT tab, an SLA column shows how much time is left before a ticket breaches its service level. On the Facilities tab, an Assets column (here, Equipment) ties each ticket to the object it’s about. The native JSM portal view hides both columns. You add them for each tab in Request Tabs.

To connect a JSM instance in the first place, see Jira Service Management.