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Is it possible to only allow creation of ticket through the customer portal and email

Kimi Nakashima October 17, 2019

We're using Jira Service Desk cloud and we've got our customer portal all set up, but some of our customers prefer to make requests with calls. Not a problem.

Agents have been told to use the customer portal to create tickets for those calls, but we still have a few who keep using the create button inside of Jira. Is there a way to disable ticket creation unless it's from the customer portal or email?

 

 

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1 vote
Pavel Junek
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
October 17, 2019

Hi @Kimi Nakashima,

I think the only option will be to modify the Service Desk project Permission scheme, so that only SD agents and customers can create new tickets, ie remove Create issue for other Jira Users.

Pavel

0 votes
Avinash Bhagawati {Appfire}
Community Leader
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Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
October 17, 2019

Hi @Kimi Nakashima

With the help of "Pro Create for Jira Service Desk" app you will be configure to raise only requests through specific channel like customer portal and email only.

https://marketplace.atlassian.com/apps/1220259/pro-create-for-jira-service-desk?hosting=server&tab=overview

Please note thta currently it is available for only server instance of Jira. 

Thanks, 

Avinash 

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