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

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?


6 answers

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


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

Like Peter Clark likes this

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.

1 vote

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

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 :) )

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

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

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?




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

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

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,

For JIRA server,

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?

@Amy Dudek yes, and unfortunately Atlassian had a unfulfilling response to this years ago. See

0 votes
Jack Brickey Community Leader Mar 29, 2018

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

@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 Community Leader Mar 29, 2018

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.

Like Yatish Madhav likes this

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

Jack Brickey Community Leader May 24, 2018

@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.

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