Restrict request type for customers

Is there a way for us to restrict Request Types for specific customers within the same Project? I have two organizations that request IT work from us, but one organizations only needs help Requests on hardware and the other only on software. When they see the customer portal, I don't want them to see both options for hardware and software. Only for what they are looking for. Can this be done?

5 answers

2 votes
Susan Hauth Community Champion Jun 07, 2017


We have the same requirement.  Unfortunately the only way I could resolve it was to use an add-on; Extensions for Service Desk.

There is a feature request too I believe if you want to vote it up:



Hi @Sid Yadav,

I'm from InTENSO. You can solve this problem using our app Extension for JSD. We offer a functionality named Visibility. In Request Types tab, you can select which request types will be visible for selected groups of users. Please read our documentation

Get a 30-day trial from Marketplace. In case of any question, don't hesitate to ask our support team.

Best regards,


This is only avaialble for the server installation. Do Atlassian have anything similar product for Cloud installation customer?

Currently, we offer only an app for server. We've already started development cloud version but we need time to release a first version. 

Btw. I added tag "cloud" to your post.

Is this still not possible with stock Service Desk?  It seems like a basic function to me.

@Katarzyna PawlakIs it possible to restrict request types based on Customers,Organizations.

@Madhu Reddy directly you can't define which request type will be visible for which organisation. But you can synchronise organisations with your Jira groups automatically and thanks to this achieve what you need. This synchronisation is also available in our app. But this feature is only for server hosting.

The short answer is "no"  you cannot do what you want.  The only way we have been able to figure this out is to make a different Service Desk project and restrict that one to certain groups.

@Katarzyna PawlakHow to synchronize organizations with groups. And if it was done, can we restrict the request types ?

Using our app Extension for Jira Service Desk, you can do it in the User synchronisation section in Admin configuration. Please follow this link:

When your Jira group is ready, you can set visibility of specific request type for Jira groups under the Project settings in your service desk project (web item: Visibility, tab: Request Types).


@Katarzyna PawlakInstalled Extension for JSD, Here I only found option to restriction for groups, Not for organization.

@Katarzyna Pawlak


@Katarzyna PawlakI have created one customer with email id. 

He was directly added to users, and my user count increased by one. will it increases my user license count ?

Customers are not added to your license. But if they are added to users, they use your license.


Yes, it's true. You can't set restriction for organisation. But you can configure synchronisation between organisation and groups. So technically they will be the same: visibility for group will work as for organisation.

@Katarzyna PawlakIn my JSD, Customer is added to users.

That means he takes a licensed user count ?

Yes, because they are users.

@Katarzyna Pawlakok, but some X from your team suggests that the users from jira-software-users group only counts as Licensed users.

And Users from Jira-servicedesk-users group will counts as service desk users.

Please make a clarified note on it.

This would be great to have, among other functionality and configurations, with cloud Service Desk. 

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