Enable Cross-Team Collaboration in Jira Service Management

[Milan Dhakal]

Hi Atlassian Community,

I’m working with two separate Jira Service Management projects for two teams: BTS and RST. I need a solution that will allow these teams to collaborate on specific issues, without giving them access to all issues in each other’s projects.

Here’s what I need:

• I want both BTS and RST teams to be able to view and work on specific issues, but not see all issues in each other’s projects.

• Ideally, I want to automate the process of allowing both teams to collaborate on the same issue, without needing to manually add them as watchers or modify permissions for every individual issue.

• The goal is to ensure that both teams can work on the issue without giving full access to each other’s projects.

My questions:

1. How can I configure Jira Service Management to allow BTS and RST teams to collaborate on specific issues without giving them unrestricted access to each other’s tickets?

2. Can Jira Automation be used to automatically include both teams in specific issues that require cross-team collaboration?

3. Is there a way to restrict access to certain issues while allowing both teams to work on them?

I’d appreciate any insights or suggestions on how to set this up efficiently.

[Raphael Lopes]

Hello @Milan Dhakal 

Welcome to Atlassian community!!

Like I would!!

1. Identify which issues should be shared
Start by clearly marking shared issues. You can use:

• A custom field (e.g., "Collaboration Type"), or
• A specific value in an existing field (like a category or request type)

2. Create separate issue security levels per project

• In the RST project: create a security level that only RST team members can access.
• In the BTS project: do the same for the BTS team.
• Then, create a shared security level that includes members or groups from both teams.

3. Use automation to assign security levels
Set up an automation rule to:

• Apply the default project-specific security level for every new issue
• Except when the issue is marked as "Shared" — in that case, automatically set the shared security level

4. Use the "Request Participants" field

• Add all collaborators to the Request Participants field for shared issues.
• This helps ensure both teams receive updates and can comment, especially through the portal — without needing full project permissions.

5. Create a filter to surface shared issues
Example JQL:

"Collaboration Type" = Shared

Save this filter and add it as a shortcut in the project sidebar, or to a shared dashboard for both teams.

Outcome:

• Each team sees only their own tickets by default.
• Shared issues are visible to both teams, with access controlled via automation and issue security.
• Filter shortcuts make it easy to collaborate without exposing entire projects.

I hope help you!!

[Rudy Holtkamp]

Great solution, @Raphael Lopes .

Side note for @Milan Dhakal : you can't make a queue with the

 "Collaboration Type" = Shared filter

Because in the JSM project you will only see the issues of that project. That is why Raphael suggested to create a shortcut in the sidebar/dashboard.