Get started with Jira Service Management for admins
Your first stop for learning how to get started with Jira Service Management.
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. You can restrict request types by users, groups, customer accounts and customer organizations.
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.
Automation, change management and apps such as Connect and Forge that use app users do not have access to restricted request types. To bypass restrictions placed on request types, admins must explicitly add the app user or the atlassian-addons-admin group to the list of users with access.
From your service project, select Project settings, then Request management, then Request types.
Select the request type you wish to restrict.
Select Restrictions.
Add the users, groups, customer accounts or organizations you wish to give access.
Select Add.
Select Apply to save changes.
From your service project, select Project settings, then Request management, then Request types.
Select the request type you wish remove restrictions on.
SSelect Restrictions.
Select Remove next to the users, groups, customer accounts or organizations you no longer wish to have access.
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.
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