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Is it possible to only allow creation of ticket through the customer portal and email

Kimi Nakashima

We're using Jira Service Desk cloud and we've got our customer portal all set up, but some of our customers prefer to make requests with calls. Not a problem.

Agents have been told to use the customer portal to create tickets for those calls, but we still have a few who keep using the create button inside of Jira. Is there a way to disable ticket creation unless it's from the customer portal or email?

Comments

Avinash Bhagawati _Appfire_

Hi @Kimi Nakashima

With the help of "Pro Create for Jira Service Desk" app you will be configure to raise only requests through specific channel like customer portal and email only.

https://marketplace.atlassian.com/apps/1220259/pro-create-for-jira-service-desk?hosting=server&tab=overview

Please note thta currently it is available for only server instance of Jira.

Thanks,

Avinash

Pavel Junek

Hi @Kimi Nakashima,

I think the only option will be to modify the Service Desk project Permission scheme, so that only SD agents and customers can create new tickets, ie remove Create issue for other Jira Users.

Pavel

Maham Asif

Hi,

I tested a similar scenario for my project and implemented the following workaround successfully:

Assign both roles to the Agents, i.e., Service Desk Team and Service Desk Customer.

Navigate to the project Permissions and under the Create Issue permission, remove the Service Desk Team role. This ensures that agents cannot create tickets directly from the Jira Agent portal.

Since the agents also have customer rights, they will still be able to create tickets via the Customer Portal.

I hope this approach proves helpful for your use case.

Maham Asif

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