Restrict Access to Request Types

[Mathew Lederman]

Migrating from Datacenter to Cloud. Need to restrict access to Request Types based on Jira groups.

Currently we use the Request Type visibility function in Extension for Jira Service Management by Diviniti to limit access. However, Diviniti didn't include the same functionality in the Cloud version of the plug-in. On the JSM roadmap I see the functionality may be coming in Q3 however we're migrating now and our entire IT Service Desk for 12k users is built in JSM.

I'm happy to pay for a plug-in that will allow me to do this until Atlassian decides to release the functionality.

We've spent 9 months building our service desk and the foundation for a proper ITSM with assignment groups, workflow/field restrictions to pass compliance/audit requirements, sub-task<>parent automation, etc. So breaking up the project is not a viable option.

Any suggestions/recommendations/options would be greatly appreciated.

[Christopher Skoropada _Appsvio_ · Accepted solution]

Hi @Mathew Lederman 

You will not find this feature in any app available on the Marketplace because it's technically not doable. Basically, Atlassian doesn't provide API for vendors to hide request types. 

The good news is, Atlassian soon will release this as part of the JSM product. I saw this recently in EAP and all looks promising. 

My recommendation is to wait for Atlassian. 

If you are looking for alternatives or workarounds, you could use banners from Feature Bundle app to inform customers dynamically about request type target audience (I'm from vendor behind this app).