How to Disable Incident Creation from the 'Create' Button in the Top Bar in Jira Cloud?

[Eduardo Montecinos]

Hello, good afternoon.

For some time now, I've been uncertain about how to block the creation of issues using the 'Create' button in the top bar, aiming to allow ticket creation only from the portal. In the Server version, this was possible, but now, in Cloud, I can't find a way. I've tried using hidden fields in the 'Request Type', but they are visible from the button as well, so it doesn't work for me. I also attempted to validate flows with a 'request-channel-type' property, but I can only validate it once the issue has already been created.

Could you please let me know if there's a way to disable this button or any method to recognize where the issue is being created from? I would greatly appreciate your assistance.

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[Nic Brough -Adaptavist- · Accepted solution]

Welcome to the Atlassian Community!

The create button allows people to create issues in a project.  The portal allows people to create requests, which leads to the creation of an issue as its back-end.

You'll note that if you use the create button, you create an issue without a request in front of it.

So there's a really easy fix for this.  Remove your users "create issue" permission from the servicedesk project.  They will still be able to act as "customers" and create requests via the portal (or its channels).

This may not work for the Agents in the project, some teams of Agents need to be able to create issues without requests, but that depends on how you want to work.  It's not usually a problem if your issues don't have loads of fields that are not generated by the request.

[Eduardo Montecinos]

I appreciate your quick and helpful response. The suggestion to remove the 'create issue' permission from the service desk project makes a lot of sense, and I appreciate the clarity in explaining the difference between using the create button and the portal. This solution aligns well with our workflow, and I'll make sure to implement it. Your assistance is invaluable, and I'm grateful for the guidance. Thanks again! :D

[Nic Brough -Adaptavist-]

Glad to help!

I missed one little thing here - the "create" button in the menu will only go away if the user has no create issue (not request) permissions in any project.  But they will only be offered projects where they do have create issue permissions in the create dialogue!

[Brent Nye]

This solution works. But it also prevents agents from Moving issues within the project.