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Restrict request type for customers

Sid Yadav

Is there a way for us to restrict Request Types for specific customers within the same Project? I have two organizations that request IT work from us, but one organizations only needs help Requests on hardware and the other only on software. When they see the customer portal, I don't want them to see both options for hardware and software. Only for what they are looking for. Can this be done?

Accepted answers

All comments

Susan Hauth _Jira Queen_

Hi,

We have the same requirement. Unfortunately the only way I could resolve it was to use an add-on; Extensions for Service Desk.

https://marketplace.atlassian.com/plugins/com.intenso.jira.plugins.jsd-extender/server/overview

There is a feature request too I believe if you want to vote it up:

https://jira.atlassian.com/browse/JSDSERVER-195

Katarzyna Pawlak

Hi @Sid Yadav,

I'm from InTENSO. You can solve this problem using our app Extension for JSD. We offer a functionality named Visibility. In Request Types tab, you can select which request types will be visible for selected groups of users. Please read our documentation.

Get a 30-day trial from Marketplace. In case of any question, don't hesitate to ask our support team.

Best regards,

Katarzyna

unknown

This is only avaialble for the server installation. Do Atlassian have anything similar product for Cloud installation customer?

Katarzyna

Currently, we offer only an app for server. We've already started development cloud version but we need time to release a first version.

Btw. I added tag "cloud" to your post.

Allan Libby

Is this still not possible with stock Service Desk? It seems like a basic function to me.

Madhu Reddy_khmfui

@KatarzynaIs it possible to restrict request types based on Customers,Organizations.

Katarzyna

@Madhu Reddy directly you can't define which request type will be visible for which organisation. But you can synchronise organisations with your Jira groups automatically and thanks to this achieve what you need. This synchronisation is also available in our app. But this feature is only for server hosting.

Allan Libby

The short answer is "no" you cannot do what you want. The only way we have been able to figure this out is to make a different Service Desk project and restrict that one to certain groups.

Madhu Reddy_khmfui

@KatarzynaHow to synchronize organizations with groups. And if it was done, can we restrict the request types ?

Melanie Pasztor

This would be great to have, among other functionality and configurations, with cloud Service Desk.

Aaron Geister

@Katarzyna Katarzyna Is there a release date the cloud version.

Aaron Geister

I agree but it only works for server instance if you on the cloud the only way to do this is to create a second Service Desk project and add the people to that project. You can migrate your current stuff from one project to the other just by reapplying it from X project to Y project.

Aaron Geister

Make a second Service Desk Project. so X project can be hardware and Y project can be software. Name them what is applicable for your space. The only way to get a round this is to add a new project. I have tried and even tried the add-ons nothing works so I was suggested to make a second project and add customers to the project that they are needing to be a part of.

So you can have a Hardware Service Desk and Software Service Desk. If you have workflows and screens and schemes and issue types you can just migrate them to the next project or you can share those with both projects. This is the only way I was able to do this same thing. Hope this helps.

Tom Jones [Appsvio]

Hi, I'm a new vendor on the Marketplace so sorry for the little marketing here We have our own Feature Bundle for Jira Service Management with a nice feature called Dynamic Request Type. With it, you can base visibility on groups/project roles/language/time zone/SLA calendar or a number of issues returned by given JQL. Hope you all will find it useful.

Cheers,

Mike Harvey_t9xmy2

Not for cloud.

Dana Gould_grcpeh

@Tom Jones [Appsvio]

Any plans on your end to make the Dynamic Request Type feature available to Cloud customers?

Tom Jones [Appsvio]

Hi,

No plants at this moment as Atlassian doesn't have released the ability to set the visibility for the request types. We can't do much here without Atlassian's help, sorry for that.

Cheers,

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