Jira service desk customer portal

Fuad Hasanli

Hi everyone.

Need some suggestion and help. We've one Service desk project and customer portal. There are different group of customer request types. 

• X support
• Company internal 
• DCS 

Now, we have hotline. Internal customer (our employees) and external customers need to call to hotline and after agents with Service desk licences use customer portal to raise request.

I want to give access to internal customers permission to raise request via Customer portal.

I want that internal customers have permission to raise request only via Idrak office. And give permission agents with service desk licences raise request in all group of customer request types. Or it'll be confusing for employees, they could make mistake and raise request let's say in DCS

I've never before worked on Customer portal, now confusing while read documentation, is it possible to do, if yes - how?

 

Michael Andolfatto_a62ntx

Hi @Fuad Hasanli ,

You unfortunately can't limit which requests in a project are able to be viewed by customers already in your project. I believe the best you can do out of the box is to add a Permission Validator (User has Service Desk Agent permission) on the create transitions of workflows that the customers should not be able to trigger.

Doing this will display a generic error message if anyone without the Service Desk Agent permission tries to raise a request in the X Support or DCS groups.

You can achieve more with plugins, such as detailed error messages with ScriptRunner, or warning headers with ProForma.