Is it possible to stop agents from creating tasks outside of a Form submission?

[David Quiram]

We have a group of agents, external to us, that always end up using the "Create" button at the top of the screen instead of the purpose built submission form. This causes gaps in our data and bypasses some of the automations we have built based on the Form Submission trigger. 

I know that in order for them to be able to submit a Form, they have to have the Create Issue permission. I get that. So I think we would need to possibly address this issue in the creation action? 

Would it be possible to use a field requirement or a transition restriction here to force these agents to only being able to use the submission form? 

[Marc - Devoteam · Accepted solution]

Hi @David Quiram 

You could add a Forms Submitter validator on the create action.

BUT, make sure any request that uses the work item has a form otherwise requests types with no form using the work type will not be created as the validation will fail.

Fields to be set won't work or automation as a field can be filled from the create option and an automation will trigger based on issue creation.

Best  in my opinion is that you need to train/explain them the process them to use the portal, just as any other customer.

If this leads to no result get in contact with the external company and explain them the issue, In my perception you hire these agents to execute work.

They need to follow your companies processes and guidelines.

[David Quiram]

Oh I hear ya and 100% agree with you. All I can do it present the data I have and this helps to confirm that we really only have one direction in this matter. 

[Josh]

@David Quiram the blue "Create" button has been the bane of my JSM existence for years...