Service Desk Create Issue Button & Portal Permissions

Arcelia Rael June 8, 2023

We are looking to disable the CREATE button at the top the JIRA bar.

I've read past posts and the recommendations have been to use a validator (using the Customer Request Type filed) that checks where the ticket was created (either through the Application or through the portal) but I'm struggling with configuring this. 

How does the system know if a ticket is created through the CREATE button in the Application vs. through the Customer Portal? Is there a way to limit this so that customers must use the portal to create tickets, and only some agents are allowed use of the application CREATE button?

Is there an easier way to do this? The CREATE permission is a single security as far as I can tell. If it helps, all of our "customers" also receive Application Access, so this may complicate things.

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Laura Humphries June 8, 2023

Jira Service Management has a number of in-built request channels, such as "Portal", "Email", "Jira" or "API" that gets assigned automatically to a Jira ticket depending on the way it is created in the system.

Doesn't answer the how part of your question mind you.

How to prevent users from using the create button? I've used the 'required field' validator and added it to the create transition of every workflow in the project. Selecting the 'request type' field and adding an error like 'please use the service portal'.

Arcelia Rael June 8, 2023

Hi Laura,

What Required Field validator are you using? The Field Required Validator doesn't allow me to set a condition equal to the service desk. Maybe it doesn't need it because this field will be NULL if the ticket is entered via the Application?


Laura Humphries June 8, 2023


'The Field Required Validator doesn't allow me to set a condition equal to the service desk.'

Indeed that won't work because the request channel e.g portal is not a custom field and therefore isn't available.

Instead try looking for the field customer request type (or request type). Why?

When a request is made from the portal (or service desk) this field always has a value. That value is derived from the request types you setup to be available from the portal.

When using the create button, if the customer request type (or request type) field is not present on the create issue screen (or it is available but the reporter has left it empty), the field will be empty.

Therefore the validator will prevent that field from being empty.

Arcelia Rael June 8, 2023

This is the only field that I see, so its likely we are talking about the same field. I'll try this out. Thank you!


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