Add or remove restrictions on request types

You may have request types in your service project that only specific people should be able to raise. These could be requests reserved for managers, different teams in your company, or even those managing sensitive information.

Control who has access to raise certain requests by restricting request types to give specific people access, and restrict access to all others. If a user doesn’t have access to a request type, they won’t be able to raise that request as they won’t see it available as an option - even via search. That also includes admins and agents who may not have access to create certain issues, or move issues to restricted request types unless admins grant themselves or agents access.

Restricted request types can be raised in all channels except email, chat, widget, and the virtual agent. Any request types being used by these channels will no longer appear to anyone regardless of access if restricted. This is so anonymous users can still send requests via these channels.

Add restrictions to a request type

1. From your service project, select Project settings, then Request management, then Request types.

2. Select the request type you wish to restrict.

3. Select the lock icon ().

4. Add the users or groups you wish to give access.

5. Select Apply to save changes.

Remove restrictions on a request type

1. From your service project, select Project settings, then Request management, then Request types.

2. Select the request type you wish remove restrictions on.

3. Select the lock icon ().

4. Select Remove next to the users or groups you no longer wish to have access.

5. Select Apply to save changes.

These restrictions only apply to raising a request, and don’t extend to viewing an issue once it’s created. To add permissions around who can view issues, you’ll need to set up issue security levels.