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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?
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 email@example.com
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.
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.
Name the request type "Feature Request (Internal)" and add a description why.
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.
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 :) )
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
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, 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.