Request on the portal that can only created by agents (not hidden from customers)

Question

Good day

I work for a financial broker.

We have the following use case:

We have a customer portal where our clients can request various different things e.g. on-board a sub-client, amend details, request account removal etc. This is very helpful as it provides transparency to our clients.

We would like to add an internal process. In this case trade allocations. When one of agents finished a trade for a customer, this trade needs to be allocated on the customers account.

Because the request is raised internally by our agents, customers should not be able to create this request on the portal. However, we want the request to be displayed on the portal so that the customers can see the progress of his trade allocation when it is created.

How can we implement this?

Thank you

Regards

Stephan van der Linde

Alexey Matveev · Answer

It is not possible out of the box to set permissions for a single issue type.

Stephan van der Linde · Answer

Hello,

Thank you for the reply.

Will removing the create permission not affect all request types? Is it possible to limit the create issue permission for just this one request type?

We still want our customers to create their own tickets for all other requests.

Thank you

Alexey Matveev · Answer

Hello,

Try to remove customers from the create issues permission in the project permission scheme. Then group all customers into organizations and when an agent creates a ticket, the agent should set the correct organization of customers. I guess, in this case all customers in the assigned organization will be able to see the ticket.