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  1. Jira Service Management Data Center
  2. JSDSERVER-1736

Prevent issues from being created through JIRA Channel using Create Issue function

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    • We collect Jira Service Desk feedback from various sources, and we evaluate what we've collected when planning our product roadmap. To understand how this piece of feedback will be reviewed, see our Implementation of New Features Policy.

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

      As an administrator I want to force ALL users to use the customer portal instead of "Create Issue" in the JIRA interface. This includes agents, customers who are JIRA users, and customers who are not JIRA users.

      • Currently, users are able to create issues in the Service Desk project using this "Create Issue" button. This allows them to bypass the Customer Portal and the request types that I have defined. Issues created like this do not use the form I created and do not show in the portal.

      Currently JIRA Service Desk requires the Create Issue permission for two project roles, Service Desk Team and Administrators. Having this permission allows agents to create issues through the JIRA channel using the Create Issue function in JIRA.

      • If these permissions are not present an error will appear like discussed here
      • Removing these permissions does not prevent agents from creating issues in the portal or through the email channel.

      As an admin, I may need to give some users Create Issue permission but do not want these users to be able to create issues in the Service Desk project using the Create Issue function in JIRA. I need to be able to give some users this permission so that issues can be created using, for example:

      • API
      • Issue collectors
      • Regular JIRA mail handlers
      • Add-ons

          Form Name

            [JSDSERVER-1736] Prevent issues from being created through JIRA Channel using Create Issue function

            Katherine Yabut made changes -
            Workflow Original: JAC Suggestion Workflow [ 3011127 ] New: JAC Suggestion Workflow 3 [ 3650212 ]
            Status Original: RESOLVED [ 5 ] New: Closed [ 6 ]

            Richard Crampton added a comment -

            When adjusting the permissions settings from the default to remove roles / groups / users from the standard Create Issue permission, these warnings will be presented to all administrators and require dismissing once. 

            This method also means you have to, as a minimum, have 1 request type per issue type in the JSD project, visible to the customer portal. 

            As default, without further customization available from marketplace Apps, all customers would then see all request types. 

            This can be problematic when creating an ITIL Service Desk, as you would not normally expose Problems or Changes directly to the customer.

            We have created a plugin with this specific use case in mind - check it out: https://marketplace.atlassian.com/apps/1220259/pro-create-for-jira-service-desk?hosting=server&tab=overview

            Richard Crampton added a comment - When adjusting the permissions settings from the default to remove roles / groups / users from the standard Create Issue permission, these warnings will be presented to all administrators and require dismissing once.  This method also means you have to, as a minimum, have 1 request type per issue type in the JSD project, visible to the customer portal.  As default, without further customization available from marketplace Apps, all customers would then see all request types.  This can be problematic when creating an ITIL Service Desk, as you would not normally expose Problems or Changes directly to the customer. We have created a plugin with this specific use case in mind - check it out:  https://marketplace.atlassian.com/apps/1220259/pro-create-for-jira-service-desk?hosting=server&tab=overview
            Owen made changes -
            Workflow Original: Confluence Workflow - Public Facing v4 [ 2665690 ] New: JAC Suggestion Workflow [ 3011127 ]
            Owen made changes -
            Workflow Original: JSD Suggestion Workflow - TEMP [ 2323607 ] New: Confluence Workflow - Public Facing v4 [ 2665690 ]
            Status Original: Closed [ 6 ] New: Resolved [ 5 ]
            Katherine Yabut made changes -
            Workflow Original: JSD Suggestion Workflow [ 2052363 ] New: JSD Suggestion Workflow - TEMP [ 2323607 ]
            Katherine Yabut made changes -
            Workflow Original: JSD Suggestion Workflow - TEMP [ 2047323 ] New: JSD Suggestion Workflow [ 2052363 ]
            Katherine Yabut made changes -
            Workflow Original: JSD Suggestion Workflow [ 1279662 ] New: JSD Suggestion Workflow - TEMP [ 2047323 ]
            jonah (Inactive) made changes -
            Description Original: As an administrator I want to force ALL users to use the customer portal instead of "Create Issue" in the JIRA interface. This includes agents, customers who are JIRA users, and customers who are not JIRA users.
            * Currently, users are able to create issues in the Service Desk project using this "Create Issue" button. This allows them to bypass the Customer Portal and the request types that I have defined. Issues created like this do not use the form I created and do not show in the portal.

            ----

            Currently JIRA Service Desk requires the Create Issue permission for two project roles, Service Desk Team and Administrators. Having this permission allows agents to create issues through the JIRA channel using the Create Issue function in JIRA.
            * If these permissions are not present an error will appear like discussed [here | https://confluence.atlassian.com/display/SERVICEDESK/Resolving+permission+scheme+errors]
            * Removing these permissions does not prevent agents from creating issues in the portal or through the email channel.

            As an admin, I may need to give some users Create Issue permission but do not want these users to be able to create issues in the Service Desk project using the Create Issue function in JIRA. I need to be able to give some users this permission so that issues can be created using, for example:
            * API
            * Issue collectors
            * Regular JIRA mail handlers
            * Add-ons
            		New: {panel:bgColor=#e7f4fa}
              *NOTE:* This suggestion is for *JIRA Service Desk Server*. Using *JIRA Service Desk Cloud*? [See the corresponding suggestion|http://jira.atlassian.com/browse/JSDCLOUD-1736].
              {panel}

            As an administrator I want to force ALL users to use the customer portal instead of "Create Issue" in the JIRA interface. This includes agents, customers who are JIRA users, and customers who are not JIRA users.
            * Currently, users are able to create issues in the Service Desk project using this "Create Issue" button. This allows them to bypass the Customer Portal and the request types that I have defined. Issues created like this do not use the form I created and do not show in the portal.

            ----

            Currently JIRA Service Desk requires the Create Issue permission for two project roles, Service Desk Team and Administrators. Having this permission allows agents to create issues through the JIRA channel using the Create Issue function in JIRA.
            * If these permissions are not present an error will appear like discussed [here | https://confluence.atlassian.com/display/SERVICEDESK/Resolving+permission+scheme+errors]
            * Removing these permissions does not prevent agents from creating issues in the portal or through the email channel.

            As an admin, I may need to give some users Create Issue permission but do not want these users to be able to create issues in the Service Desk project using the Create Issue function in JIRA. I need to be able to give some users this permission so that issues can be created using, for example:
            * API
            * Issue collectors
            * Regular JIRA mail handlers
            * Add-ons
            jonah (Inactive) made changes -
            Link New: This issue relates to JSDCLOUD-1736 [ JSDCLOUD-1736 ]
            Confluence Escalation Bot (Inactive) made changes -
            Labels New: affects-server

              Unassigned Unassigned
              tevans Tim Evans (Inactive)
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              1 Vote for this issue
              Watchers:
              11 Start watching this issue

                Created:
                Updated:
                Resolved: