How to prevent participants to Close issues through the portal

[Guro]

If customers close the issues through the portal the resolution is set to Withdrawn, but if a participant is closing it the resolution is not set. Can you prevent participants to se "Close" in the portal?

[Alex Koxaras _Relational_]

Hi @Guro 

Add a condition to your workflow, so that only the reporter (or assignee, or whomever else you like) can transition this issue to Close.

[Guro]

Hei,

I just want to prevent it from the portal, not from inside "jira servicedesk".

So can you diffrenciate what customers and participants see there in the portal?

[Alex Koxaras _Relational_]

Then you do exactly what I proposed. Change the conditions in the workflow so as only the reporter can close the issue or whoever else you want to. If you restrict that, then the participants will not be able to close it.

[Guro]

Participant shall be abel to close it if they are agents(Servicedesk team), just not through the Portal

[Alex Koxaras _Relational_]

A couple of comments before you wrote: I just want to prevent it from the portal, not from inside "jira servicedesk".

But know you state: Participant shall be abel to close it if they are agents, just not through the Portal

So what exactly is your business requirement? You want only to restrict it on the Portal, or within the service desk? Figure that out and let me know.

[Guro]

I only want to restrict it on the Portal

[Alex Koxaras _Relational_]

So do what I propose. Or at least try it, cause I have, and it's only restricts the portal.

[Guro]

I have tried that, but then the agents can't close it within the servicedesk either.

[Alex Koxaras _Relational_]

So in that condition you placed, add that users with the role e.g. "Service Desk Agents" can close the ticket as well.

[Guro]

[Guro]

Which ones should I use?

Everyone I tried effects both portal and servicedesk.

[Alex Koxaras _Relational_]

@Guro 

Try the following two conditions. Kindly mark the yellow arrow, to make sure to switch the logical operator to "Any of the following conditions".

Let me know if that works. 

[Guro]

Hi again, I did not work as wanted, but thanks for the input/help.

[Guro]

I will try to use Jira Automation for a workaround.

[Alex Koxaras _Relational_]

@Guro why it didn't work? Can the participants close the issue?

[Guro]

Yes, they could still close the issues through the portal.

[Alex Koxaras _Relational_]

But the participants that can close these issues are the agents as well?

[Alex Koxaras _Relational_]

Try then the following:

The above conditions will:

• Allow only the reporter to transition the issue
• Allow only service desks agents who are NOT requesting participants to transition the issue

Pay attention to the logical operator. I;ve tried it on my instance and:

• The reporter could close the issue from the portal, as well as from the backend
• A service desk agent who was placed as participant couldn't close the issue neither from the portal, nor from the backend
• A service desk agent who wasn't involved in the issue could transition the issue