Only allow certain customers to raise new requests, others to only view/comment

[Thomas]

Hi all,

we have a large number of customers but would only like to allow certain customers to raise new requests.

Once a request has been raised, any other customer may be added as a request participant to comment, etc. However, they must not be able to raise new requests on their own.

Is this something we can accomplish, and how?

Cheers,
Thomas

[Jack Brickey]

Currently there is not the capability of providing granular permissions for Customers. All Customers have the ability to create issues. There is an open request that is similar to this for providing read/view only Customers. JSDCLOUD-8969 - Allow customers to share with read only permission to Other customers in their organization 

[Thomas]

Hi Jack,

this is not quite what I am looking for. I need them to be able to do anything a request participant can do but not allow them to create new requests.

Currently, as soon as we share a request with a non-existing customer (email address), that person will be set up as a customer and also raise new requests from that point forward.

The use case here is that the initial request is raised by a support person qualified for our products. However, we may need further details from the affected end-user/customer and avoid the man in the middle for quicker communications. This is currently not possible.

[Jack Valley]

I wanted to follow up on this case - is there any road map for granular permissions on Service Requests? We want the ability for only certain people to create/view 'privileged' request types or portal groups. This would be great to have RBAC on portal groups for different departments. Thanks

[Thomas]

Have a look at https://jira.atlassian.com/browse/JSDCLOUD-6991

No other solution I am afraid.

We are using a workaround by validating reporters against an external list (json) using the following plugin: https://marketplace.atlassian.com/apps/1219994/external-data-for-jira-fields?hosting=cloud&tab=overview

If the reporter can be found in the list, a custom field is set to "true".

Once the ticket is created Jira Automation will ignore tickets where the custom field is set to "true", all others will be deleted.

[Mayur Jadhav]

Hi @Thomas 

Add only users that you want and then can only raise a ticket.

Here is the link which can you to understand how to add user into Customers.

https://confluence.atlassian.com/servicemanagementserver/adding-customers-939926467.html

For Request participants here is the link:

https://confluence.atlassian.com/servicemanagementserver/adding-request-participants-939926441.html

[Thomas]

Thanks Mayur,

adding customers and participants is not the issue here.

Currently, as soon as we share a request with a non-existing customer (email address), that person will be set up as a customer and also raise new requests from that point forward. We dont want that. We would like him to only access this one request and respond.

Cheers,

Thomas