Restriction of Request types - limitation with groups/users

Question

Dears,

I really like the recently introduced possibility to restrict request types from users or give only access to specific users.

Mainly nice, but when you have customers that are simply service desk customers you cannot group them or use the "company" aggregation, also roles are not supported.

So for 99% our users of the portal this new feature cannot be used.

How does community think about that? 
To be fair, simple other tools on this planed have this out of the box included.

Rick Westbrock · Answer

I would love to see request type restrictions extended to JSM Organizations so that we can filter which request types our customers see. We currently have a use case where one request type needs to be restricted but since it is an external service project we will be forced to use a new project for just one request type which is not only inefficient from a maintenance and setup perspective but the customers who can submit this special request type now have to remember to go to a different portal to submit which isn't a great user experience.

Rudy Holtkamp · Answer

Hi @Andreas Karner ,

For internal servicedesk projects it is extremely useful. E.g. the request for employee onboarding may only be created by teamleads.

For external customers, if there are specific requests they need to fill in, you might need to create a separate project. Or as I've done in the past, immediately decline the request (via automation) if they are not part of an organization which is allowed to fill in the request.

Make sure that you inform up-front that only authorized users may fill in the request otherwise they will be auto-declined. Benefit from this, is a bit of upselling. Customers that are not allowed to submit requests will contact you, about the service. Which you can sell to them.

Back to the question, what I miss is the ability to use Teams there. (Which I also want for e.g. project permissions, JQL permissions, dashboard permissions, etc.)