Create Issue Permissions

Question

We recently switched to Jira Service Desk.

Due to a lot of our request types being associated with specific workflows and automation, we require all our tickets to be created at the customer portal level so that they are processed without issues.

Some of our Agents occasionally create a ticket within Jira using the create button.  This causes problems sometimes because the automation might not fire or fields that need to be populated are empty.

Is there any way to prevent Jira Service Desk users from creating certain issue types from within Jira?  We want to force them to use the portal for almost all of our issue types.

Paul Madison · Answer

Thanks for your response.  That may help us, but we really need more granular control over the permissions.  Unfortunately, Jira doesn't seem to offer that level of control.

Jonas Ekström · Answer

Hi,

You can achieve this by creating a permission scheme and revoking all "Create Issue" permissions except Service desk customer - portal access

That will prevent anyone internally from using the "Create" button.