Is it possible to disable new ticket creation through our service desk and add a message

[Manikandan Kalaivanan]

We'd like to deprecate one of our service desk project so is it possible to disable new ticket creation through our service desk and add a message?

[Andy Heinzer]

You can do this if you edit the permission scheme of that project in order to change the "Create Issue" permissions.  You will probably want to remove at least the "Service Desk Customer - portal access" group from that permissions, and perhaps other users/groups/roles as well.   That would prevent the creation of new issues in that project, but not restrict users from seeing their previous existing issues.

Then under the project administration page for that project, you can go to Portal Settings.  There you can add an announcement when customers visit that portal to explain this is no longer active.

[Deleted user]

Hello Andrew, 

I noticed that when I remove permission "Create Issue" for "Service Desk Customer - portal access" or other group they are actually not able to see past requests submitted in portal despite the fact that they have permission to "Browse the Project".

In this case it is hard for me to retire the service Desk Project. 

Can you advise something in this case?

Regards, 

Anna

[Andy Heinzer]

Hi @[deleted]

It turns out, this is a bug in Service Desk. Please see https://jira.atlassian.com/browse/JSDSERVER-3519 for more details.  It seems that older versions of Service Desk, like 3.0.x and before did not exhibit this behavior.

I would recommend that you vote and watch that issues for updates.

[Deleted user]

Hello @Andy Heinzer

thank you for your answer. I have voted and watching it. 

Thank you!

Anna