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  1. Jira Service Management Data Center
  2. JSDSERVER-965

As an admin I want to be able restrict users to certain request types or request type groups in the Customer Portal

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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.

      Currently it appears like you need to duplicate a project with separate request types, rather than being able to restrict request types or request type groups to certain users.

            [JSDSERVER-965] As an admin I want to be able restrict users to certain request types or request type groups in the Customer Portal

            Tim Evans (Inactive) added a comment -

            Hello,

            This suggestion is a duplicate of JSD-195. Please follow that suggestion instead.

            Cheers!
            Tim | Atlassian

            Tim Evans (Inactive) added a comment - Hello, This suggestion is a duplicate of JSD-195 . Please follow that suggestion instead. Cheers! Tim | Atlassian

            Josh added a comment -

            Another use case : Stopping customers using the portal to make email requests (whilst still maintaining the functionality of the email channel)

            We have a number of request types with a number of fields that the customer is prompted to fill in during the portal request process. These fields can't be used for an email channel (due to the basic email parsing) so, we would like to discourage (or make it impossible) for the customer to make a request without the extra detail (unless it is actually by email) ... but we don't want to turn off the email requests completely and still want them to be displayed in the customer portal for tracking and responses etc

            Josh added a comment - Another use case : Stopping customers using the portal to make email requests (whilst still maintaining the functionality of the email channel) We have a number of request types with a number of fields that the customer is prompted to fill in during the portal request process. These fields can't be used for an email channel (due to the basic email parsing) so, we would like to discourage (or make it impossible) for the customer to make a request without the extra detail (unless it is actually by email) ... but we don't want to turn off the email requests completely and still want them to be displayed in the customer portal for tracking and responses etc

            Nicolas KHOURI added a comment -

            the use case : Some customers can subscribe to a specific type of support that would give them access to specific request types.

            In the current situation and the way the product is shaped, we have to create another project with only the request types, that the customer should have access to. This would mean nearly 1 project per customer ...This is quite annoying and can generate lot of overhead in terms of configuration and administration...

            Thank you guys for your help on this one and for the great product !

            Nicolas KHOURI added a comment - the use case : Some customers can subscribe to a specific type of support that would give them access to specific request types. In the current situation and the way the product is shaped, we have to create another project with only the request types, that the customer should have access to. This would mean nearly 1 project per customer ...This is quite annoying and can generate lot of overhead in terms of configuration and administration... Thank you guys for your help on this one and for the great product !

              Unassigned Unassigned
              dcurrie@atlassian.com Dave C
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