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Hide a project from end users but let IT staff create tickets on the end users' behalf

JJ_wwrfbp

I want to have a project hidden from end users so that they cannot see it in the portal and cannot create tickets in it (it's an internal IT project).

But I also want IT staff who have permissions to view the project to be able to create tickets on behalf of the end users who are locked out of the project (meaning that IT staff can set the end users as reporters in this internal project).

Then, if the end user goes to the customer portal they can see their own tickets, they just cannot create them.

Is this not possible?

Accepted answers

All comments

Jack Brickey

You could consider hiding all request types from the portal. Just go to the request types screen and edit groups and remove all check marks for groups.

JJ_wwrfbp

Then how would IT staff create those tickets? The only way I know to create tickets that are hidden is by email or by using the "create" button instead of the customer portal. I'm not wanting to do that though because we are going to have about 25 request types and if I use the "create" button I will have to create 25 issue types due to the fact that each request type has different fields. Am I missing something?

JJ_wwrfbp

Please answer the question above. Also, can we not raise tickets on the behalf of others, let them see the tickets while they're in the portal, but keep them from being able to create those tickets themselves?

Jack Brickey

just because you hide a Request type from the portal does not mean the agent cannot create tickets using the "+" button. It just means that a Customer wouldn't see the option in the Portal. The agent would create a new issue and choose the correct Issuetype and you could expose the request type on the create screen and they could add the Request type associated w/ the issue type.

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