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Prevent licensed Jira users from logging JSM tickets outside of the portal

Diana C May 22, 2024

Hi Atlassian Community,

I was wondering if there are any clean ways to block internal, licensed users from logging JSM tickets using the "Create" button inside Jira and force-send them to our JSM portal.

Right now, any of our internal, licensed users can log a ticket in our JSM projects using the "Create" button. In some cases, this results in those users bypassing the required fields and workflow validations that we've built into our Request Types. I once found a community thread that described blocking licensed users from using the "Create" button to log JSM tickets via a permission scheme edit, however, that method resulted in an less-than-ideal error message.

Any ideas or guidance would be much appreciated.

Thanks!

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Mikael Sandberg
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
May 22, 2024

This can be done, what you have to do is remove the browse project permission for those users. The drawback of doing this is that you will not be able to mention users unless they are the reporter or request participants on the issue when you reply to them.

Diana C May 23, 2024

Would we still be able to add internal licensed users as watchers on tickets if we were to remove the "browse project" permission? Or would they have to be added as request participants in order to interact with the ticket, including receiving comment notifications?

Mikael Sandberg
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
May 23, 2024

Correct, you would have to add them as request participants, adding them as watchers will not work since that needs browse permissions.

Diana C May 23, 2024

Okay, Thank you!

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