Creating Issue on site, instead of portal.

Question

Having a issue where users are creating issues on website by clicking the "Create" button , rather than creating issue through portal.

This is causing issues because users are selecting Issue Types to create issues , instead of the Request Types.

I understand Request Types are affiliated with an Issue Type..

Is there anything I can do to prevent this ?

Kai Becker · Accepted Answer

Hi @Sierra

is it essential, that the users have a valid license and aren't portal only users?
If they need the permission, we usually solve this via communication and help users understand, that using the portal has benefits in terms of request fulfilment.

If this is not possible, you could use an automation rule, to fill the request type to a matching issue type.

Joseph Chung Yin · Accepted Answer

@Sierra -

The reason why users can create issues in your JSM project via the "Create" button route is because they are assigned with the "Service Desk Team" role of your project.

You will need to evaluate why they have been give that role for your JSM project.  If you remove them from the role of your project, then they can only create JSM issues via the portal.

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.