How can I restrict a "Request Type" to few external customers

Question

We have request type and multiple domain customers and from that I have a request type which is specific to one domain customer. So, Now I want to restrict that request type to be hidden to all of the other domain customers and only visible to that one particular domain customers. Need a quick support on this. Appreciate your quick response in advance.

Chris Garstin_vrjoe3 · Answer

This is changing in the future. Restrictions are already possible with internal users and groups (even this was not possible until recently). They have said organizations and customers are coming soon:

https://support.atlassian.com/jira-service-management-cloud/docs/add-or-remove-restrictions-on-request-types/

https://community.atlassian.com/t5/Jira-Service-Management-articles/Announcing-request-type-restrictions-in-Jira-Service-Management/ba-p/2735416

I suggest reaching out to your account managers, when you can, to increase support for this painfully absent feature.

Joseph Chung Yin · Answer

@mohan.reddy -

Welcome to the community.  In JSM, you can control (lockdown on project access) by using "Customers Permissions" to essentially prevent users from seeing the project and its associated requests submission UI via the portal.

However, out of the box, you cannot restrict which service (request submission) are available to your customers in the portal UI.  You will need a third party paid add-on to provide you with the ability to restrict request type visibility for your customers.

Here is an possible add-on that you can take a look, but I am not sure if it can provide this type of control for the CLOUD env yet.  I know it is available for the on-prems (server) env - https://marketplace.atlassian.com/apps/1212161/extension-for-jira-service-management?hosting=cloud&tab=pricing

Lastly, there is an existing outstanding Atlassian enhancement ask for this functionality - https://jira.atlassian.com/browse/JSDCLOUD-195

Currently, if you want to restrict request types against customers, you will need to create multiple JSM projects and control access within each project.

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

Ajay Mishra_ud62d6 · Answer

Hi @Manon Soubies-Camy

what Mohan meant is

1. There are two issue types (A and B)  in the same JSM  project

2. Tickets with the  Issue type A in Project P should be visible and actionable to              Agents in Group internal-Agents (Company Domain Users)

3. Tickets with the  Issue type B in Project P should be visible and actionable to               users    in Group External-Agents (Support Partners/Third Party folks)