Request Types Access

The Dynamic Request Types feature allows setting visibility of a particular Request Type. By default, all Request Types defined in the service desk project are visible for all who have access to the Customer Portal. Thanks to our app, you can hide some of them and show only people who should see them, for example, for security reasons.

Steps

1. Log in to your Jira instance
2. Click on Settings > Projects > service project which you want to configure
3. Under Project settings, select Feature Bundle > Portal Access Settings
4. Define visibility conditions

The visibility can be set for eight parameters:

• Project roles - the project roles whose members will see the selected Request Types
• Jira groups - the Jira groups whose members will see the selected Request Types
• Organizations - the Organizations whose members will see the selected Request Types
• Languages - the languages that the user must have set in the profile to view the selected Request Types
• Time zones - the Regions (and Time Zones) that the user must have set in the profile to view the selected Request Types
• SLAs Calendars - the selected Request Types will be available in time defined in the calendar
• Dates - the selected Request Types will be available in time that is within the configured date range
• JQL - the selected Request Types will be available when the number of issues from the provided JQL meets the condition provided in the configuration.

❗️ To see the Request Type on the Customer Portal, the user must meet at least one rule (restriction).

If you don’t set any restrictions, a Request Type is visible and accessible for all.

How to set visibility?

Steps

1. Log in to your Jira instance
2. Click on Settings > Projects > service project which you want to configure
3. Under Project settings, select Feature Bundle > Request Types access configuration
4. Select the checkboxes next to Request Types that you want to configure and click Add restrictions (or click on the cell in the table)
5. Configure the following items depending on the tab:
   1. For Project roles: select the project roles
   2. For Jira groups: select the Jira groups
   3. For Organizations: select the Organizations
   4. For Languages: select the Languages (the list contains all languages installed on the current Jira instance)
   5. For Time zones: select the Regions and Time Zones (field Time Zones is optional)
   6. For SLAs Calendars: select the SLAs Calendars
   7. For Dates: select the date range. You can select a lot of individual dates, but if you set a scheduled configuration or define some conditions, they will be overridden with the new one.
      1. Individual dates: From MM/DD/YYYY HH:MM to MM/DD/YYYY HH:MM
      2. Scheduled:
         1. Daily
         2. Days per week
         3. Days per month
      3. Conditions: From MM/DD/YYYY HH:MM till <issue key> reaches <status>
   8. For JQL: define a condition to display Request Types using JQL. For example, selected Request Types will be displayed on the Customer Portal when the number of issues from the provided JQL is less than 5.
      1. JQL: type JQL (for example: project = XYZ and priority = Blocker)
      2. Operator: is equal to / is less than / is greater than
      3. # of issues to compare: type the number
6. Click Add to save the configuration.

Result

The visibility for a particular Request Type has been saved.