Restrict Issue Types in Jira Service Management: Allow Only Through Customer Portal

[sumit patil]

Hi everyone,

I'm trying to restrict specific issue types based on projects in Jira. I’ve developed an Atlassian Forge plugin using the UI Modification module, and it works well for company-managed and team-managed projects. However, I’m facing issues with Jira Service Management (JSM) projects.

In JSM, I tried using workflow validators to limit issue types through the global issue create button, but it also restricts access on the customer portal, which I want to keep open. My goal is to allow specific issue types only through the customer portal, blocking them from being selected through the global create button.

Is there a way to enforce this restriction specifically for JSM, so users can only create certain issue types through the portal while the global button remains limited?

Thanks for any insights!

[Cristian0791 · Accepted solution]

Hi Sumit,

I don't think this can be done in Jira Service Management Cloud.

IF you have Request types A.B.C mapped with Bug, Story, Task and you want to restrict the creation of a Task internal from the Create button you cannot since Task is public so your Customers can create Request type: C that is mapped to Task.

Hope this helps.

[sumit patil]

Hi Cristian0791,

Thanks for your quick response and the helpful explanation. I appreciate the insight on JSM limitations with issue type restrictions. I’ll explore some alternative approaches based on your advice.

Thanks again!
Sumit