Request types for internal uses

Company ABC operates in various regions and provides specialized services tailored to each region’s requirements. To manage service requests effectively, Company ABC has configured organization-specific request types in their Jira Service Desk portal. However, certain request types are relevant only to employees within specific organizations and should not be visible to customers from other organizations.

1. Configuration of Organization-Specific Request Types:
   • The IT administrator, John, configures organization-specific request types in the Jira Service Desk portal to streamline service request management for employees across different regions.
   • Each organization is assigned specific request types tailored to their needs, such as IT support, facilities maintenance, and HR inquiries.
2. Identification of Request Types that should be restricted from Customers:
   • John identifies certain request types that are relevant only to employees within specific organizations and should not be visible to customers from other organizations.
   • For example, a request type related to regional office infrastructure maintenance is specific to employees within the respective regional organization and should not be visible to employees from other regions or external customers.
3. Configuration of Visibility Conditions:
   • John configures visibility conditions for the organization-specific request types to ensure that they are only visible to employees within the respective organizations.
   • He defines conditions based on organization membership, ensuring that only employees associated with the relevant organization can view and access the specific request types.
4. Testing and Validation:
   • John conducts thorough testing to ensure that the visibility conditions are properly configured and functioning as intended.
   • He validates the configuration by logging in as users from different organizations and verifying that they can only view request types relevant to their organization.
5. Implementation and Communication:
   • Once validated, John implements the visibility conditions for the organization-specific request types in the live Jira Service Desk portal.
   • He communicates the changes to all employees, informing them that certain request types are tailored to their organization’s needs and may not be visible to users from other organizations.
6. Monitoring and Maintenance:
   • John monitors the portal regularly to ensure that the visibility conditions remain effective and that only authorized users can access organization-specific request types.
   • He addresses any issues or discrepancies promptly and makes necessary adjustments to the visibility conditions as organizational requirements evolve.

By configuring visibility conditions based on organization membership, Company ABC ensures that employees have access to request types relevant to their organization’s needs while maintaining confidentiality and preventing unauthorized access from external customers. This approach enhances service request management and ensures a tailored service experience for employees across different regions.