Can you control who can create a set of tickets in the portal?

[Phill Purnell]

I have been asked if a request type is added to the portal are we able to control who can log that set of tickets? What I mean is customer Joe Blogs logs into the portal and only he can log let's say password resets.

Could this be possible?

Maybe with a custom field that needs a set answer inputting to allow a ticket to be created.

[Aaron Williams]

I was going to suggest using a Condition on the workflow, but I just checked and this isn't an option on the workflow editor.

You can restrict it to create issue permission, but this applies to all request types so you'd either block for all or allow for all

You could perform a workaround by watching for who the user is with Automation;

WHEN issue created
IF customer request type = restrictedRequest
AND user not in (allowed groups)
THEN transition ticket to closed/declined/done with a message to the reporter

It's not ideal, because it does contribute to a growth of tickets regardless, but it does allow you to basically tell those users "sorry, we can't help you here"

[Phill Purnell]

Hi Aaron, 

Thanks for you answer, like you say not ideal but it is one way to do it. I was thinking about using automation for Jira to do something like this.

It's a shame it cant do something similar to Salesforce validation rules that throws up a message if errored. 

I'll have a look at your suggestion, would mean adding declined to the workflow and a nice polite notification to the reporter and something to show them when running reports for management information.

[Aaron Williams]

Under Resolutions, do you have something that indicates rejection or declining?

If yes, you could simply add a transition (from the initial status or from all) and use post-function to set the desired resolution, and in Automation rules you use this transition instead of a new Declined status as well!

[Phill Purnell]

Yes, we could use something like 'won't do' and report on that resolution to show the number of tickets logged.

Something else that was suggested to me was a note on the form in the portal. Jira has a read only text field that and I'm only guessing here I could add a default value and add that to the form to say 'only this person is allowed to log this ticket' 

[Aaron Williams]

Yes, on a request form where you're editing the available fields, there is a section for Help and instructions where you can link relevant knowledge base articles and put notes in the way you described.

This can be a great way of helping to educate users about whether they should be filling out the form, but it can be difficult to get users to read it properly; this is where using Automation hand-in-hand with good documentation can help educate your users, but still protect your agents from stray tickets that were created regardless!