Restricting JSM Portal Request Types by Customer Subscription (CrowdStrike, Splunk, Tanium Example)

[Jalesa Rogers]

I’m trying to find a way to restrict what customers see in our Jira Service Management (JSM) portal based on the specific services they subscribe to.

For example, our JSM portal currently includes CrowdStrike Support, Tanium Support, and Splunk Support as available request types. Some customers only have CrowdStrike, while others might have CrowdStrike and Splunk. Ideally, I’d like each customer to only see the services they actually subscribe to when they log into the portal — rather than seeing all three options.

We use JSM Cloud, and each service is currently represented by its own request type within the same portal. I know about project-level access controls and organizations, but I’m hoping to avoid creating completely separate JSM projects for each service if possible.

Is there a way (either natively or with an app like Extension for JSM) to conditionally show or hide request types based on customer organization or account? Has anyone successfully implemented this kind of visibility restriction?

[Matteo Vecchiato]

Hi @Jalesa Rogers ,

Welcome to Atlassian community and thank you for your question.

I suggest to try the out-of-the-box feature "Restrict the request type":

More info here: https://support.atlassian.com/jira-service-management-cloud/docs/add-or-remove-restrictions-on-request-types/ 

Hope it helps

[Marc -Devoteam-]

Hi @Jalesa Rogers 

The suggestion made by @Matteo Vecchiato , you will need to gruop your customers in a Group or Organization for this, to make it easier to manage