Can I limited customer access to specific issue types in Service Desk?

[Mike Ross]

I have a service desk set up to allow internal staff to access our knowledge base and submit requests.

I want to use the same service desk for external customers but I only want them to access specific issue types. Can I do this? If so, how?

[Kate Pawlak _Appsvio_ · Accepted solution]

Hi @Mike Ross ,

If you want to limit some request types to customers, it's not possible to do it on the cloud. In the server/data center version, it's possible to achieve it using Feature Bundle for Jira Service Management. Unfortunately, due to technical limitations from the Atlassian side, we can't do the same feature on the cloud.

My Requests Extension won't solve your issue because this app is not about visibility request types. It's the advanced view of the native My Requests page.

What I can propose (but it's not the best idea) is creating a separate customer portal with these request types and making it closed, so your agents will control who has access to this portal.

Best regards,

Kate

[Mike Ross]

Thanks Kate.

[Ismael Jimoh]

Thanks for pointing this out @Kate Pawlak _Appsvio_ .

Regards.

[ahirrro]

Hi Kate

Answers to the following questions are needed.

1. Can access to the Story issue type be limited to Create and View for a specific group of users?
   (Please include any documentation regarding issue access control)
2. Can access to a new unique issue type be limited to Create and View for a specific group of users?
   If so, are one of the following options possible?
   1. Can this issue type be converted to a Story by a member of the squad with full edit access?
   2. Can this issue be updated to indicate a Story as its Parent?

[Ismael Jimoh]

Hi Mike,

This is not possible.

If a user is a customer in a Service Desk project, they will be able to see all issue types within the said project provided they are not in hidden (without an add-on changing the behaviour).

I had a look at the following add-on (My Request Extension) and it may be able to help achieve what you described.

This however means you would need to have a way to identify internal and external customers using groups or maybe roles from my understanding of what they described.
* Please note I have not personally tested this out and I am only going by what I understood by their description.

Regards

[Mike Ross]

Thanks Ismael.