Prevent some users from creating tickets via web, while allowing creation via email

Scenario: Service desk project. One issue type for the intake of tickets, created via email by JIRA and non-JIRA users. Other issue types for the real work, tickets are received via email and moved, or created by the team based on phone or walk up requests. Because of the email creation component, the project is open to others to create tickets.

Problem: Some people continue to create tickets manually circumventing the processes in place, creating SLA problems, causing issues to get missed. People who are not part of that that team need to be prevented from making tickets in the work issue types. If they were confined to just the intake issue type that's OK.

Some poorly thought out ideas:

- Maybe something with the behaviors plugin? Sabatoging a required piece of data on issue types 1-5 so that only the team can edit that field preventing creation, leaving the 6th that is used for all email creation as-is.

- The nuclear option is to peel the intake issue type off into it's own project, lock down the other.

- It's a training opportunity, sure, but that doesn't fix the problem technically

Any creative workarounds or ideas?

2 answers

1 accepted

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Here's a suggestion with JEMH, why not blacklist email submissions for particular mailbox (your input mailbox) for users from a given domain (your internal users). You dont say how many 'some' is, if its <10, you can add them individually, if its more like 500, you may want to consider flipping it over and blacklisting everyone internally, then whitelisting individuals that are allowed. more info.

If you block the project to internal users using an appropraite securirty scheme, add in you r'support peeps' only, you should be done?

But, of course, if there are internal users you do want to allow, well, just create a group for them and add the group to the users role?

If I limit creation to a group of people, doesn't that kill my ability to accept tickets from anyone via email that are not part of that group?

No, JEMH can force a specific 'default' reporter, whether the sender email is associated witha JIRA user or not; Email addresses can be stored separately and used for notifications in the same way.

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