How I can hide specific issue type in "Create' Button?

Question

We have a JIRA Service Desk  project in which we want agent to create service request issue via the Service Desk portal.

However they can create change and incident via big Create button. Is there a via I can hide "service request" issue type in drop down so agent need to use customer portal in oder to create any request type associated with issue type "service request".  Or can I add a script Validator on workflow create transition "only allow Channel:portal and email" restrict creation of issue via Channel :JIRA.

stefaan.verkest@bekaertdeslee.com · Answer

If you have scriptrunner for Jira available you can block the creation of any issue type with the big creation button in the agent environment.

Go to the workflow of the issuetype and open the Create transition. Add a validator and use scriptrunner script.

Give the script a name, add a message , and add the script user.groups.includes('[groupname]')

In that case only the people of the mentioned group will be able to create tickets of that issuetype.

Attention : when they click on the Create button they will still be able to choose the issuetype, only when activating the final creation button the will get the message and the ticket will not be created. So this is not really user friendly. It would be better if they can't see that issue type and can't choose it. But I haven't a solution to accomplish this.

Dimitri Cools · Answer

am having the same problem .. wondering if someone has a solution

Taylor Daniel · Answer

I think I was able to achieve what you are looking for by adding a field validator to the create transition of the workflow for the issue type in question.  Specifically looking for the 'Customer Request Type' field as this field is only filled in by using the portal and not the Create Button at the top of the page in Jira.

I specifically used Fields Required Validator (JMWE app)