Customer (organization) level permissions for service desk agents in service desk project

[Karan Patel]

We are trying to setup a service desk project for our customer. This will be the very first external helpdesk (support) we will have. 

Due to some security & compliance, our customer A would not want their data and service tickets to other customers & service desk agents who will be involved in other customers' tickets resolution.

I wonder if there is a way to achieve below - 

• 1 common service desk project for all new customers moving forward and add them as an Organization & add individual names (users) under the organization 
• Add lets say 5 service desk agents 
• Give service desk agents 1 & 2 the permissions to see tickets created by Organization A only 
• Give service desk agents 3 & 4 the permissions to see tickets created by Organization B only
• Give service desk agent 5 the permissions to see tickets created by Organization C only 
• Agents 3 & 4 cannot see tickets created by Organization A

Is this feasible to setup service desk agent roles & users permissions on individual organization/customer level?  

Thank you! Much appreciated your feedback/advice. 

[Peter DeWitt]

@Karan Patel , I'm going to assume you are using Jira Cloud. Since that is the case, check out this article about how to set Issue-level permissions:

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

You could create a group or role for each customer and assign the agents to that role or group. You may need to experiment with how the issue permissions get set but I would start with automation for Jira.

cheers -dewitt

[Alex Koxaras -Relational-]

Duplicate https://community.atlassian.com/t5/Jira-Service-Management/Customer-organization-level-permissions-for-service-desk-agents/qaq-p/2171938