How can involve the Agent to resolve the issue if he does not have access to the project?

[Nick]

Hi Community,

Share your experiences or thoughts on a case like this:

For example, there are a total of 10 Agents in the system. Each has access to its project. One of the projects has three Agents who have access to all requests. Agents from other projects need access to solve some issues in this project. The question is, - what can I use to add Agents to solve some requests that should not have access to the entire project but only to the issues that need solving with their help. I don't want to edit the project Access Roles list all the time (it's already set up and contains three Agents). I need a way to involve Agents from other projects to solve several issues in a project, where they don't need to see all the requests. Maybe I need to change the security scheme or have other ideas. I will be grateful for your advice.

PS. It's about using Jira SM.

[Brant Schroeder · Accepted solution]

@Nick Agents will need to have access to the project in order to participate on the request.  You really have two options.

1. Add agents to the issue as a request participant and they will only be able to see the issue in the customer portal.  They would not be able to see the internal comments and they would not have access to the project.  This seems odd since they work for you but it is an option.
2. Reconfigure your project to use issue security.  You would have to update old issues to apply the security or the agents would be able to see old issues.  Once the issue security is in place you would give the agents access to the project.  All issues coming in would have issue security applied and the external agents would not be able to see the issues.  You could then change the issue security on the issues that you would like to share and they would then see the issue.  You can even change it back after the issue is resolved and they would loose access to the issue.

https://confluence.atlassian.com/adminjiraserver/configuring-issue-level-security-938847117.html

[Nick]

Thank you very much. That's what I wanted to know.

[Benjamin]

@Nick ,

If the requirement is to only allow the other agents to view only specific issues, then you must use Issue Security Scheme. This allow only specific issues to be seen by other agents or users.

Here's a link to documentation:

https://support.atlassian.com/jira-cloud-administration/docs/configure-issue-security-schemes/

This is for Jira Cloud but there should be one for server/DC on the Atlassian website.

-Ben

[Nick]

Thank you so much.