We want our agents to use the Service Desk Portal to create new issues and NOT use the Create button. We want this because by having the agents use the portal they are seeing what our customers see and the hidden fields and required fields are meaningful and help route and track issues appropriately.
We also want to allow all agents the be able to create subtasks on existing issues.
So is there any way to configure this? The permissions guide makes it look like the two things are linked. but i wanted to ask if anyone knows of a way to do this.
What you can do is goto the workflows for the particular project and on the "Create" Transition which is the transition into the first default state, write a validator except for Sub-task type, for having permission.
This will allow the User to get to the create screen for the other issue types but still prevent them from creating new issues, they will error out.
Not the best solution but I have used it in the past.
Over the next several weeks we'll be sharing some of our Getting Started guides here in the community. Throughout this series of posts, we'd love to hear from customers and non-customers ab...
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