How to expose the "Types" (Request types) under the "Create" button in Jira

[Mike Rathwell]

Rightly or wrongly, I have a use case where I would prefer NOT to have some request types on the portal BUT have them still able to be created. I found that I could see the "type" from the create button and tried to find the right permission to have OTHERS outside the project be able to create with that. However I can't find the permission to make it so.

My view:

 

Their view:

I am trying to find the permission to have non members of that SM project be able to create from the Create button by Request type. I was able to do get my screenshot with 3 of those hidden from the portal. 

Does anyone know how to expose that? I got it so they had the "Issue Type" by adding JUST to create but nothing else. Is there another (or different) permission to add for them to see "Type"?

[Joseph Chung Yin]

@Mike Rathwell -

Hi Mike:

What is your definition of "non members for the SM project"?  You want them to use the "Create" button to create issue and not from the Portal UI?  User can use the Create button to create issue in JSM project if they are license agent based on my understanding.

A bit more clarifications are needed.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

[Mike Rathwell]

That is exactly it, @Joseph Chung Yin . 3 of those are internal (limited) use request types that I would just as soon NOT be on the portal. Not TOTAL restriction but somewhat out of view of the masses if they were available only on the Create button.

I seem to be able to get it for myself but want the broader populace to be able to use that mechanism as well.

On the hosted JSD, I had a mechanism to restrict those request types to a specific group of humans. I don't have that on JSM in Cloud.

[Joseph Chung Yin]

@Mike Rathwell -

HI Mike:

Just tested in our CLOUD eval JSM env, it seems that every thing (Request Type -hidden from portal UI or not + Issue Type) are all included in the "TYPE" field.

Even if we exposed the "Request Type" field in the issue creation screen for our test project and it will not appear as an actual field.  I believe you are asking when authorized users use the CREATE button to create the issue, that he/she will be able to select the issue type, then he/she will have to ability to select the Request Type associated with the specific issue type.  I hope my assumption is correct.

I don't believe permission has anything to do with it.  I would recommend you to file a formal support request with Atlassian Support Team for the CLOUD env setup.  I would love to hear what they have to say about it.

Best, Joseph

[Mike Rathwell]

I will do that. I have seen it in captivity where under "Type" (not the default "Request Type") the portal request types are listed first and then the unadorned issue types after that. If one creates the ticket using the first listed "Type", it creates it correctly with Issue type and request type. If I use issue type, it goes in without the Request type as expected.

[Joseph Chung Yin]

Looking forward of your finding from Atlassian Support Team.  Request Type(s) are associated with Issue Types.  It is odd why they don't separate the listing of request types and the listing of issue types in separate fields.

When one configure the screen, you see both fields separately - Issue Type and Request Type.

Very odd behavior.

Best, Joseph

[Mike Rathwell]

Turns out it's not possible to do what I wanted nor is it possible to restrict some request types to certain groups.

There is a 2 year old feature request on long backlog that I, of course, voted for but when hosted gives this and people use it (albeit with extensions as I did)... one wished it were maybe a bit shorter backlog

If one does make Service Management a place where All The Things can be requested and run, I won't be the only human with this need.