Hello, I have a question about the Request type search filter on the customer portal in JSM. When I search through the list of request types, it will show all the requests types from all the projects, even if the projects have restricted access or even if they dont have any customer. How can we reduce this list and only show the list of request types to projects where customers belong to? Let's say I am a customer of the Service Desk project but not of the Operations one, why am I still able to see the list of request types? Thank you in advance.

nav[aria-label="Primary Navigation"] { padding: 0; & ul { list-style: none; width: 100%; display: flex; flex-direction: row; justify-content: start; align-items: start; gap: 30px; padding: 0; & li { margin: 0; } & ul li { list-style: none; } } }

How to restrict the list of request type from the search in the customer portal? JSM

Marta Perez

Hello,

I have a question about the Request type search filter on the customer portal in JSM.

Captura de pantalla 2024-11-18 153925d.png

When I search through the list of request types, it will show all the requests types from all the projects, even if the projects have restricted access or even if they dont have any customer.

Captura de pantalla 2024-11-18 153809f.png

How can we reduce this list and only show the list of request types to projects where customers belong to?

Let's say I am a customer of the Service Desk project but not of the Operations one, why am I still able to see the list of request types?

Thank you in advance.

Accepted answers

Marta Perez

Thank you both for your answers.

My original message is not accurate actually. I have noticed that if the project access is restricted, the customer wont see the list of request types.

However if the access is open, they will be able to see the request types of all open projects even if they have never submitted a request type for that projects or even if they are not in the list of customer.

I guess it kinda makes sense, however, if we have more than 10 projects with open portals, it will show a very long list of request types.

All comments

Nikola Perisic

Hello @Marta Perez

You can add restrictions to your request types (you need to be a service desk agent for this) by choosing the request type > Restrictions and adding either group or a user name: Screenshot 2024-11-18 at 16.01.57.png

Nikolai Ruban

You see those request types more likely because you were added to it.

Documentation: https://confluence.atlassian.com/servicemanagementserver/restricted-request-types-1453424836.html

A request type that hasn’t been assigned to any portal groups won’t be visible on the customer portal by default. However, it becomes visible when a help-seeker creates the request over email, or when an agent adds the help-seeker as either a request participant or requestor.

Marta Perez

Thank you both for your answers.

My original message is not accurate actually. I have noticed that if the project access is restricted, the customer wont see the list of request types.

I guess it kinda makes sense, however, if we have more than 10 projects with open portals, it will show a very long list of request types.

Marta Perez

Hello Nikolai,

I am referring more to what is visible to any customer from their portal view.

In my example, I have never submitted a request to the Service Desk project, however I am able to "see" the list of their request types, it is a bit confusing because it adds extra information that is not relevant to me.

I would like to be able to search through only the request types category that I have submitted not everything that is present in the help center.

Marta Perez

Hello Nikola,

I am sure it will work with the restriction process, however I was just wondering if there were another solution since the help center I am talking about is very big and it will be a lot of maintenance to keep updating the restrictions on every new request type.

Nikolai Ruban

Either access to request type "Get IT help" might be granted to "All Jira Users". Or you are in a list of Customers or Agents for IT project.

Welcome!

It looks like you're new here. Sign in or register to get started.

Quick Links

Find more posts tagged with

cloud

jira-service-management-cloud

jira-service-management