How to disable customers to submit new requests?

[Doğucan Baskın]

Dear Community,

I would like to know is there an easy way to disable customers from submitting new requests through the portal. I want them to be able to view their past tickets but they shouldn't be able to create new ones. Is there a way to achieve this?

Thanks in advance,

Regards

[Kristine Mamangon]

Is this possible depending on a choice field ? Let's say there's a drop down menu stating supporting is needed then they choose No they can no longer submit the ticket.

[Walter Buggenhout]

Hi @Doğucan Baskın,

You should be able to achieve this by removing Service Desk Customer - Portal Access from the Create issues permission in the permission scheme of your project.

You can get there through Project settings > Permissions and then from the Actions button at the top right of your screen: Edit Permissions.

A few important disclaimers, though:

• If you remove this permission, no one will be able to create tickets to your service desk from the customer portal anymore. So make sure there's no exceptions to the rule you're trying to implement;
• if you have multiple service desk projects, check if your permission scheme is not being used for other projects. Otherwise, this change will also impact those projects. In that case, create a copy of the permissions scheme first, associate it with the project you are trying to update and then implement the change.