Have users self-register for my service desk - but approve their user before they can raise ticket

Question

Hello

How do I configure my project so that users (my external customers) can register by themselves - but only have them log tickets after me or one my project admins approve their registration request.

Right now anyone can find our portal and submit registration request and be automatically granted the ability to log and create tickets. I want more control of this.

Thank you forum!

Jack Brickey · Answer

i have not yet found it.

Stan Rusike · Answer

Thank you Jack! Sounds like a round-about way to achieve it - but thats OK. Happy to implement the automation.

Please share the article that walks through the automation setup when you find it.

Jack Brickey · Answer

Hi @Stan Rusike , I wrote an article in the community that might help you here. However, I just did a quick search and can't seem to find it right off. I will continue to search and post back here if I do. However, the gist of it is this, you allow new customers to come on board and open an issue but you use automation to flag a first time customer ticket such that your agents can then process that ticket. They can either allow the ticket to continue down the normal path or they can deny the customer and set a custom field. The next time the individual opens a ticket The automation rule will again check for existing tickets from that user. If a single ticket exists then a custom field will indicate if the customer is approved or denied. if they have been denied then the new issue is closed as appropriate to meet your needs.