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Customers bypassing request forms using the Create Issue view instead of Portal

Michael.Gaskin March 19, 2024

I have some request types in my JSM project that have request forms associated with them. However, some customers use the Create Issue screen instead of the Portal, which allows them to bypass the request form content. They see a view similar to below. What changes should I make to the request forms or the customer's permissions to prevent this?

I don't mind them using the Create Issue screen as long as the information on the form is provided. But I think that pulling the form content out into Custom Fields that would all be present on the Create Issue screen is kind of a waste of the Form functionality. 

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1 answer

1 vote
Kris Dewachter
Community Leader
Community Leader
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March 19, 2024

Hi @Michael.Gaskin ,

Atlassian generally advises Service Desk tickets to be created via the portal, and not the backoffice. This is one of the reasons why. That's also why the blue warning message is there.

I don't think there is any way to prevent tickets to be created in the backoffice (unless disabling it from the permission scheme. But I don't think you want that).

Best regards,

Kris

 

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