I have a situation where Service Desk customer users are login into jira and creating tickets rather than from support portal /service desk
Is there a way to limit user not to allow to create ticket from jira directly but giving capability to user service desk
For that you could use JIRA service desk permission schemes. This is well described here. One thing to note is that all JIRA users are created by default under "JIRA Users" global permission group, so for thos SD users you will have to remove then from this group or create a security scheme that prevents them to create issues form JIRA. The proccess that describes how modify JIRA global permissions is described here.
Hope this helps and let me know if there's something else I can help you.
Atlassian JIRA Support Engineer
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