I want to have a project hidden from end users so that they cannot see it in the portal and cannot create tickets in it (it's an internal IT project).
But I also want IT staff who have permissions to view the project to be able to create tickets on behalf of the end users who are locked out of the project (meaning that IT staff can set the end users as reporters in this internal project).
Then, if the end user goes to the customer portal they can see their own tickets, they just cannot create them.
Is this not possible?
Then how would IT staff create those tickets? The only way I know to create tickets that are hidden is by email or by using the "create" button instead of the customer portal. I'm not wanting to do that though because we are going to have about 25 request types and if I use the "create" button I will have to create 25 issue types due to the fact that each request type has different fields. Am I missing something?
just because you hide a Request type from the portal does not mean the agent cannot create tickets using the "+" button. It just means that a Customer wouldn't see the option in the Portal. The agent would create a new issue and choose the correct Issuetype and you could expose the request type on the create screen and they could add the Request type associated w/ the issue type.
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