Can you restrict access to a request type or issue type?

[Amy Dudek]

My organization wants the ability for internal employees who have Service Desk access to be able to create feature requests, but we do not want our customers to see this request type when they submit a request through their portal. Is this possible, and how do I set this up?

[Tom Jones [Appsvio]]

Hi Amy.

We released this feature as a part of the Feature Bundle for Jira Service Management. You can restrict access to request types based on Project Roles, Groups, Language, Time Zone, and SLA Calendars. More options will be available soon. This is a commercial app, however, I’m sure other features in the app are also useful.

In case of any questions feel free to contact us at support@appsvio.com

Cheers,

[Jan Kczucha]

Everything looks nice but you could add condition based on Organization. Anyway, thanks for that!

[Kate Pawlak _Appsvio_]

Support for organization is available in our app, so you can limit request types based on the customer's organization. Unfortunately, hiding request forms is available in server / data center version of our app. Due to technical limitations, we're not able to develop this functionality for cloud.

[Michael diLorenzo]

Save yourself some reading:  The answer is NO, you cannot hide specific request types from specific users or organizations in the portal.

[Karolina Dylewicz]

this is a disaster

[Sam Huawey]

Don't read that. Yes you can do that. Separate special requests to another project and add only specific customers to that project.

[Michael diLorenzo]

The answer is no, you cannot hide specific request types from specific users or organizations in the portal.

Yes, you can create another project, but this creates another portal.

[flim]

I don't want to split into different projects in order to "restrict" customer access to certain request type, it is meaningless if the customer can see other projects in the portal.

There are shortcomings in the current Organization design, I think it should provide a way to associate request type to Organizations, in that case it will limit the access for request type automatically.

Most importantly, I cannot retrieve the Organization custom fields in the top menu bar -> Filters.

[Teodor Clipa]

It is possible in JSM Cloud, you simply go to Project Settings > Request Management > Request types and click the lock under the Restrictions column. Then you can simply set specific users, groups or customer organizations to be able to see and raise the specific request. Here's the official documentation: https://support.atlassian.com/jira-service-management-cloud/docs/add-or-remove-restrictions-on-request-types/ 

[Michael diLorenzo]

Finally!  :-)

[Lisa Förstberg]

This functionality is found in the Extension for  Jira Service Management App. Check out how to configure it in their documentation.

[Swaroop Kumar]

unfortunately, their documentation doesn't show this feature explanation.

[Lisa Förstberg]

Hi Swaroop!

Here is the documentation: request type visibility. Unfortunately it seems to not be released on cloud yet.

@Deviniti Cloud might know more about this feature in cloud?

Br

Lisa

[Swaroop Kumar]

Hi Lisa - Thanks for your reply! It looks like the "visibility" feature is not yet available for cloud version.

[Swaroop Kumar]

I just found out that - you can make the request forms hidden from the customer portal by going to "Project settings -->click on the three dots beside the request form you want to hide --> On the next screen uncheck the request form". This will not display the form on the customer portal, but make it available only to your project

[Matt Doar]

Name the request type "Feature Request (Internal)" and add a description why. 

[Melanie Timmins]

Now in 2024, reference https://community.atlassian.com/t5/Jira-Service-Management/Making-Jira-Forms-only-visible-for-certain-users/qaq-p/2130714#U2826467 Though that ticket is only for internal users, you may be able to make this work for internal vs external. 

[Angela Streeter]

The availability of this feature was announced recently: https://community.atlassian.com/t5/Jira-Service-Management-articles/Announcing-request-type-restrictions-in-Jira-Service-Management/ba-p/2735416?utm_source=newsletter-email&utm_medium=email&utm_campaign=it-insiders-june_EML-17829&jobid=106599005&subid=1644264539#M4670

[Jack Brickey]

Yes and yay for that!

[Jon Karnofsky]

I want to second @Jack Brickey's reply, but add some details on a solution I've worked out for this.

1. Create a request type for your use case. In this example, mine is "Question from ABT".
2. As Jack said, hide that from the portal.
3. Create automation around this:
   1. Trigger when an issue is created, and filter by that request type.
   2. Assign the issue to the user who triggered the event
   3. Transition the issue through to wherever you want, similar to where an issue would be where it's been assigned and you're waiting on the customer.
   4. Lastly, send an email:
      1. To: Reporter
      2. Subject: something like {{issue.summary}} - {{issue.key}} (make sure and include the issue key
      3. Content: As desired, but including the {{issue.description}}
      4. From: As desired, I'm using {{issue.creator.displayName}}
      5. Reply to: As desired, but probably the JSM primary email
4. The agent uses the Create Issue via Jira (not Raise request in portal). The agents will have access to this "Question from ABT" request type this way.
5. After this runs, you'll have an issue that's in progress like your other request types, the customer gets an email and can see in the portal in their list of requests.

[Joseph Truhan]

There is no way to do this directly but there is a workaround through an automation. I needed only HR to have the ability to create employee onboarding tickets. I created an automation for that ticket type with a condition to delete the request automatically if the requestor was not a member of the HR group. 

[Yatish Madhav]

Hi - I see lots of answers here but will pitch in too. What we did for this is we have an employees user group and we sync that group users with an employees organization via the API and only allow some Service Desks for the employees organization.

I wonder if it is available to hide specific request types for specific users groups or organizations? I would like to achieve this without an addon/app (no offence app users :) )

[Anup]

Yes, this is possible. You will need to create a security scheme with restrictions in place for specific Project Roles or Groups.

Refer -

For JIRA Cloud, https://confluence.atlassian.com/adminjiracloud/configuring-issue-level-security-776636711.html

For JIRA server, https://confluence.atlassian.com/adminjiraserver073/configuring-issue-level-security-861253265.html

[Amy Dudek]

I tried this and it seems like you can only configure issue level security by project (all issue types in one project) and not by individual issue types within the project. Is this not correct?

[Anup]

@Amy Dudek yes, and unfortunately Atlassian had a unfulfilling response to this years ago. See https://jira.atlassian.com/browse/JRACLOUD-42116

[Jack Brickey]

@Amy Dudek, just create a Request Type (call it "Feature") and hide from portal under the request types screen.

[Amy Dudek]

@Jack BrickeyThis solution will not work for us because our employees (service desk team) need to be able to submit feature requests on behalf of customers. Now when employees select the "raise request" button, they cannot see the feature request type.

[Jack Brickey]

given that detail I can only suggest that the Agents will need to change the type based upon say the summary or description. In other words, I believe this is going to need to be managed by your Agents not employees that are Customers.

[Angie Vonnahme]

@Jack Brickey - how do you select that request type to raise an issue on it then? IF its hidden from the portal?

[Jack Brickey]

@Angie Vonnahme, as my followup suggests it cannot be done from the portal if you hide from the portal. As an agent you generally don't work in the portal you work in the application itself where the request type can easily be changed via the drop down. Hope this makes sense. Or consider Matt's suggestion and not hide.