Can you control who can create a set of tickets in the portal?

Question

I have been asked if a request type is added to the portal are we able to control who can log that set of tickets? What I mean is customer Joe Blogs logs into the portal and only he can log let's say password resets.

Could this be possible?

Maybe with a custom field that needs a set answer inputting to allow a ticket to be created.

Aaron Williams_ij0275 · Answer

Yes, on a request form where you're editing the available fields, there is a section for Help and instructions where you can link relevant knowledge base articles and put notes in the way you described.

This can be a great way of helping to educate users about whether they should be filling out the form, but it can be difficult to get users to read it properly; this is where using Automation hand-in-hand with good documentation can help educate your users, but still protect your agents from stray tickets that were created regardless!

Phill Purnell · Answer

Yes, we could use something like 'won't do' and report on that resolution to show the number of tickets logged.

Something else that was suggested to me was a note on the form in the portal. Jira has a read only text field that and I'm only guessing here I could add a default value and add that to the form to say 'only this person is allowed to log this ticket'

Aaron Williams_ij0275 · Answer

Under Resolutions, do you have something that indicates rejection or declining?

If yes, you could simply add a transition (from the initial status or from all) and use post-function to set the desired resolution, and in Automation rules you use this transition instead of a new Declined status as well!