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Suggestion
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Resolution: Unresolved
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NOTE: This suggestion is for JIRA Service Desk Server. Using JIRA Service Desk Cloud? See the corresponding suggestion.
We have a project in which we want people to create issue via the Service Desk portal however the big Create button can't be hidden so this is always in peoples face which causes them to open tickets via Jira Core which breaks workflows. Another option would be to redirect the Create button to Service desk.
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[JSDSERVER-4445] Ability to hide Create button based on project or signed in users group
With this use case in mind, we have released an App to the marketplace to solve this issue - https://marketplace.atlassian.com/apps/1220259/pro-create-for-jira-service-desk?hosting=server&tab=overview
Please note, when using this workaround, the following considerations:
- All agents must be added as customers.
- Agents will not be able to create any issue types that do not have a resulting request type on the portal (e.g. Changes. Problems, Tasks, etc).
- If you create Request Types for these issue types, they will also be exposed to the customer
- You can use Extension for Jira Service Desk app to mask these from actual customers
- If you create Request Types for these issue types, they will also be exposed to the customer
- Agents will not be able to use the 'Create Linked Issue' JSD function, as they no longer have the permission.
Until Atlassian decides to create this functionality (don't hold your breath), we currently use a workaround solution for this.
- In your project permission scheme, remove Service Desk Team role from "Create Issues"
- Ensure the Administrators and Service Desk Customer - Portal Access roles remain
- After you make this change, you'll receive a warning message about your change – simply click "Dismiss...", and it won't appear again
Hi Richard Crampton, I just added ProCreate for Jira Service Desk but I can't configure it. I'm very grateful if you could give me the detail guide for your apps. Because my problem is "Only allow users create issue through Customer portal, not allow create issue at Create Button in the JIRA interface". Many thanks for you.