Restrict Request Types for Customers

[Dan Allenby]

Hi all,

Is there a way to restrict request types for certain customers?

For instance, most of my request types i need for all my customers to be able to log, however there are a few (Problem Tickets and Internal Onboarding Request) that id like only people in my company to have visibility to and be able to log. 

Cheers

Dan

[BK Paton · Accepted solution]

Hey Dan, 

Your best approach would be creating two projects. One that contains the request types that should be visible to all users. The other should contains the request types that need to have limited access.

The first project can have open access (either public sign up, or anyone who has access to your site). The second project should have access only to customers added by Agents and Admins. 

The second project will be invisible to anyone who is not explicitly added to it.

I hope this helps, 

Cheers, 

Ben.

[Dan Allenby]

Thanks for the quick response Ben,

If i created a new project, would the two projects be linked at all?  Ideally they need to be, as i want my service desk team to create problem tickets off the back of a critical incident logged by a customer.  So having separate projects would be a bit of a pain for reporting, dashboards etc if they were completely separate.

Thanks,

Dan

[BK Paton]

Oh, I understand better now.

You can create request types that are hidden from the portal. So customers who use the portal to raise issues cannot access them, but Agents with access to the service desk in Jira can create them using the Create button.

[Dan Allenby]

Ah perfect!  Thank you, exactly what i was after.