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  1. Jira Service Management Cloud
  2. JSDCLOUD-195

Ability to restrict ticket creation for certain "Request Types"

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      Update 25 November 2024

      Hi all - we're happy to announce that you can now restrict Request Types by Customer Accounts and Customer Organisations!

      Thank you for sharing just how important it was that they were supported in this feature.

      Sam

      Product, JSM

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      Update 25 November 2024 Hi all - we're happy to announce that you can now restrict Request Types by Customer Accounts and Customer Organisations! Thank you for sharing just how important it was that they were supported in this feature. Sam Product, JSM

      NOTE: This suggestion is for JIRA Service Desk Cloud. Using JIRA Service Desk Server? See the corresponding suggestion.

      During the listing of the request types, you might want to have a task called "Terminate Employee", but you don't want people who don't have that ability to be able to submit that type of ticket. With a little security on Request Types, this could be solved.

      Workaround

      It is possible to automatically remove tickets created from undesired domains by following the steps of the article below: https://community.atlassian.com/t5/Jira-Service-Desk-articles/Restrict-the-creation-of-tickets-of-your-Jira-Service-desk-Cloud/ba-p/1351965

      UPDATE: Due to the removal of the support for the Domain of Reporter field, this workaround no longer works as documented and recommended here. 

            [JSDCLOUD-195] Ability to restrict ticket creation for certain "Request Types"

            Sam Knight added a comment - - edited

            Those on release tracks will be able to restrict by CA/CO on 14th January.

            If you'd like to be enabled earlier, please email me:

            Sam Knight added a comment - - edited Those on release tracks will be able to restrict by CA/CO on 14th January. If you'd like to be enabled earlier, please email me:

            Iana added a comment -

            I tested it today. Doesn't seem to be working

            Iana added a comment - I tested it today. Doesn't seem to be working

            Tobias Bosshard added a comment -

             for us it's very important to exclude some groups or organisations (like "NOT IN")
            => Unfortunately is this not working or implemented!!!

            Tobias Bosshard added a comment -  for us it's very important to exclude some groups or organisations (like "NOT IN") => Unfortunately is this not working or implemented!!!

            Rus Yates-Aylott added a comment -

            Looking forward to trying this out. However, I have followed the process under a specific Request type, by clicking on the padlock and still only see pre-defined Groups or Agent names. Is there any documentation that clearly explains how this new filter works as I cannot search for an Organization in the drop-down currently?

            Rus Yates-Aylott added a comment - Looking forward to trying this out. However, I have followed the process under a specific Request type, by clicking on the padlock and still only see pre-defined Groups or Agent names. Is there any documentation that clearly explains how this new filter works as I cannot search for an Organization in the drop-down currently?

            Sam Knight added a comment -

            Hi all - we're happy to announce that you can now restrict Request Types by Customer Accounts and Customer Organisations!

            Thank you for sharing just how important it was that they were supported in this feature.

            Sam

            Product, JSM

            Sam Knight added a comment - Hi all - we're happy to announce that you can now restrict Request Types by Customer Accounts and Customer Organisations! Thank you for sharing just how important it was that they were supported in this feature. Sam Product, JSM

            Tobias Bosshard added a comment -

             for us it's very important to exclude some groups or organisations (like "NOT IN")

            Tobias Bosshard added a comment -  for us it's very important to exclude some groups or organisations (like "NOT IN")

            Mattia Anversa added a comment -

            Hi. Please include the ability to add customers and customer organizations to the "Request Type Restriction". Thanks

            Mattia Anversa added a comment - Hi. Please include the ability to add customers and customer organizations to the "Request Type Restriction". Thanks

            Rus Yates-Aylott added a comment -

            Well guys. I have to thank you.
            I needed to create an Internal Services Issue Request type and wanted it to appear in the portal view.
            However, I didn't want Customers to see it, only logged in Atlassian Software users.
            So I created a Request type called Internal Services Issue and restricted it to the Atlassian Group we created for ALL USERS.
            By default, that means Customers are restricted.
            I then added this new Request type to a Portal Group item and the result was that, as a logged in user the Portal Group item is visible but if logged in as a customer, it is not.
            You have solved my user case.
            Thanks

            Rus Yates-Aylott added a comment - Well guys. I have to thank you. I needed to create an Internal Services Issue Request type and wanted it to appear in the portal view. However, I didn't want Customers to see it, only logged in Atlassian Software users. So I created a Request type called Internal Services Issue and restricted it to the Atlassian Group we created for ALL USERS. By default, that means Customers are restricted. I then added this new Request type to a Portal Group item and the result was that, as a logged in user the Portal Group item is visible but if logged in as a customer, it is not. You have solved my user case. Thanks

            Carmen Nadeau added a comment -

            The most important value in the ability to restrict the request type is to do so according to the customer, not having this does not allow an ITSM orientation in the Portal.

            S

            Carmen Nadeau added a comment - The most important value in the ability to restrict the request type is to do so according to the customer, not having this does not allow an ITSM orientation in the Portal. S

            Luke Mitchinson added a comment -

            Not being able to restrict for portal only customers makes this mostly useless, please update

            Luke Mitchinson added a comment - Not being able to restrict for portal only customers makes this mostly useless, please update

              96677a1d9b4c Sam Knight
              9b96c78c4f0a Shane Froebel
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                Created:
                Updated:
                Resolved: