Access of customers to only some components

[Iris Studeny]

Hello,

would it be possible to restrict the access to other tickets from other customers via the organizations? 

For example:

A demand of a new project for us is that some people would use our Jira Service Desk to edit tickets with a specific component and that they only see those tickets with that specific component. Just in case we (the owner of the service desk) can be contacted to help (maybe via Collaborators?)

Or do we then have to create those users as users in our service desk? And is it then possible to only give them access to some specific tickets? Or do we have to create a new project with a new Team Group with those members so that they would only see those tickets?

I hope you understood our usecase. Please do not hesitate to ask.

I am looking forward to hearing from some people.

[Kris Dewachter]

Hi @Iris Studeny ,

Will those "customers" be working on issues via the "JSM portal" (with only customer access rights) ?

Or will they be working in the Jira backoffice with an "Agent" license.

If they work as agents, I would suggest implementing issue security. You could create an automation rule that sets a specific issue security scheme based on a specific component.

If they only have access to the portal as customers, what exactly do you want them to do there? The possibilities for editing tickets is very limited there.

Best regards,

Kris

[Iris Studeny]

Hi @Kris Dewachter 

thank you for the reply and the answer.

That is our question which would work here for us. They should edit tickets, answer and close them.. so I think we have to create them as agents I see?

We then have to create those agents and that would have consequences to our license or? So we would have to pay for those users (agents)?

By that: "If they work as agents, I would suggest implementing issue security"

You mean to restrict their account so that they would only see tickets with a specific component? In this case we would have to set the component first in order that they could see those tickets? 

Kind regards,

Iris 

[Kris Dewachter]

Hi @Iris Studeny ,

If they need to be able to edit, comment and transition tickets, they would indeed need to have a paid "agent" license.

When you set a component on a trigger, you can trigger an automation rule that sets the issue security on that issue. With issue security, you can define for each individual ticket, who has access to it.

For more information see this page https://support.atlassian.com/jira-cloud-administration/docs/configure-issue-security-schemes/

Best regards,

Kris

[Iris Studeny]

Hi @Kris Dewachter ,

thank you very much for your response and all that information and the link to that page.

Kind regards,

Iris