Scenario: Service desk project. One issue type for the intake of tickets, created via email by JIRA and non-JIRA users. Other issue types for the real work, tickets are received via email and moved, or created by the team based on phone or walk up requests. Because of the email creation component, the project is open to others to create tickets.
Problem: Some people continue to create tickets manually circumventing the processes in place, creating SLA problems, causing issues to get missed. People who are not part of that that team need to be prevented from making tickets in the work issue types. If they were confined to just the intake issue type that's OK.
Some poorly thought out ideas:
- Maybe something with the behaviors plugin? Sabatoging a required piece of data on issue types 1-5 so that only the team can edit that field preventing creation, leaving the 6th that is used for all email creation as-is.
- The nuclear option is to peel the intake issue type off into it's own project, lock down the other.
- It's a training opportunity, sure, but that doesn't fix the problem technically
Any creative workarounds or ideas?
