Disallow customers to cancel tickets

[Kārlis Bergmanis]

Hello,

we are using Jira Service Desk as our ticketing system. It is working nicely, but we'd like to do some fine tailoring.

Currently we have customer that can create and cancel their own tickets. We'd like to disable this option - so that in case ticket is created in error, we still can check why it was created in first place and what caused confusion. Then we can delete it.

Is it possible and any ideas how to do this? I have checked Customer Permissions section, but it has only general Access and Sharing settings there. Tried checking Community, but either I can't formulate question correctly or this is uncommon request.

My groups are: Administrator, Service Desk Team and Service Desk Admins.

Thank you!

[Elifcan Cakmak · Accepted solution]

Hello,

If you mean deleting by cancelling, you need to check your project's permission scheme. If you remove customers from your delete issue permission, it should solve the problem.

If it's a transition, you can find the transitions that you share with the customer on the workflow of your project. The ones you share looks like this:

If you remove this, they won't be able to cancel the issue.

Regards,

Elifcan

[Kārlis Bergmanis]

Thank you!