Only allow certain customers to raise new requests, others to only view/comment

Question

Hi all,

we have a large number of customers but would only like to allow certain customers to raise new requests.

Once a request has been raised, any other customer may be added as a request participant to comment, etc. However, they must not be able to raise new requests on their own.

Is this something we can accomplish, and how?

Cheers,
Thomas

Thomas · Answer

Have a look at https://jira.atlassian.com/browse/JSDCLOUD-6991

No other solution I am afraid.

We are using a workaround by validating reporters against an external list (json) using the following plugin: https://marketplace.atlassian.com/apps/1219994/external-data-for-jira-fields?hosting=cloud&tab=overview

If the reporter can be found in the list, a custom field is set to "true".

Once the ticket is created Jira Automation will ignore tickets where the custom field is set to "true", all others will be deleted.

Jack Valley · Answer

I wanted to follow up on this case - is there any road map for granular permissions on Service Requests? We want the ability for only certain people to create/view 'privileged' request types or portal groups. This would be great to have RBAC on portal groups for different departments. Thanks

Thomas · Answer

Thanks Mayur,

adding customers and participants is not the issue here.

Currently, as soon as we share a request with a non-existing customer (email address), that person will be set up as a customer and also raise new requests from that point forward. We dont want that. We would like him to only access this one request and respond.

Cheers,

Thomas