Restrict ticket creation but allow search single user field in portal

Question

We have a use case where we need to create a portal for HR, and only allow HR to create tickets in the portal via JSM.

For new employee onboardings we have a custom Field for Managers that are set up to search as a user field picker. However, because these Managers will be restricted from viewing this project/portal, it does not allow HR to search for their names in the custom field.

Is there a workaround where we can restrict Managers having access to this portal but also allow HR to search their names to select them in the user picker custom field?

Khajik Khajadourian_1rnt9m · Answer

Essentially this project is only visible to HR, and only HR is in the project as service desk customers, so it is a restricted project. I think the reason why they can't search for managers is because the managers are not in the project. And we don't want managers to be in the project so I think we're stuck.

Mark Higgins · Answer

Hi @Khajik Khajadourian

I'm not sure this is going to answer your question

You are able to restrict request types, with the use of groups, so that only people in the group that you dedicate can see the request type.

I don't understand what you are trying to achieve with the custom field, and why HR people can not search this field?

Not sure I've helped

Cheers

Mark