Is there a way for us to restrict Request Types for specific customers within the same Project? I have two organizations that request IT work from us, but one organizations only needs help Requests on hardware and the other only on software. When they see the customer portal, I don't want them to see both options for hardware and software. Only for what they are looking for. Can this be done?
We have the same requirement. Unfortunately the only way I could resolve it was to use an add-on; Extensions for Service Desk.
There is a feature request too I believe if you want to vote it up:
I agree but it only works for server instance if you on the cloud the only way to do this is to create a second Service Desk project and add the people to that project. You can migrate your current stuff from one project to the other just by reapplying it from X project to Y project.
Hi, I'm a new vendor on the Marketplace so sorry for the little marketing here :) We have our own Feature Bundle for Jira Service Management with a nice feature called Dynamic Request Type. With it, you can base visibility on groups/project roles/language/time zone/SLA calendar or a number of issues returned by given JQL. Hope you all will find it useful.
Hi @Sid Yadav,
I'm from InTENSO. You can solve this problem using our app Extension for JSD. We offer a functionality named Visibility. In Request Types tab, you can select which request types will be visible for selected groups of users. Please read our documentation.
@Katarzyna Pawlak _Deviniti_ Can we use this to restrict issue types from groups of users. For instance I have two issue types on our portal. One is for general service desk ticket, the other is for managers. I would like that all managers can only see the for managers ticket forms and the general for all other customers. Is this possible with this app?
@Madhu Reddy directly you can't define which request type will be visible for which organisation. But you can synchronise organisations with your Jira groups automatically and thanks to this achieve what you need. This synchronisation is also available in our app. But this feature is only for server hosting.
Using our app Extension for Jira Service Desk, you can do it in the User synchronisation section in Admin configuration. Please follow this link: https://deviniti.com/support/addon/server/extension/latest/user-sync/
When your Jira group is ready, you can set visibility of specific request type for Jira groups under the Project settings in your service desk project (web item: Visibility, tab: Request Types).
Customers are not added to your license. But if they are added to users, they use your license.
Yes, it's true. You can't set restriction for organisation. But you can configure synchronisation between organisation and groups. So technically they will be the same: visibility for group will work as for organisation.
@Tóth_Roland_Richárd Hi, It's difficult to help you without any logs and additional information. Please create ticket on our Customer Portal: https://deviniti.atlassian.net/servicedesk/customer/portal/1 I hope that our support team will solve your problem :)
Make a second Service Desk Project. so X project can be hardware and Y project can be software. Name them what is applicable for your space. The only way to get a round this is to add a new project. I have tried and even tried the add-ons nothing works so I was suggested to make a second project and add customers to the project that they are needing to be a part of.
So you can have a Hardware Service Desk and Software Service Desk. If you have workflows and screens and schemes and issue types you can just migrate them to the next project or you can share those with both projects. This is the only way I was able to do this same thing. Hope this helps.
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