Is it possible to have our freelancer only have access to tickets from one customer in Service Desk?

[Mustafa Aydemir]

Hi Atlassian Community 

The problem is that we have some freelancers in our Service Desk where they can see all our customer tickets.  But we want them to only see tickets from customer "A" for example. 
Is it possible? 

Best regards, 
Mustafa

[Mark Segall]

Hi @Mustafa Aydemir - You'll want to configure Issue Level Security.  Then you can use an automation rule like this:

• TRIGGER: Issue Created
• CONDITION: Customer = X
• ACTION: Edit Issue (Security Level)
  • Your desired Security Level

[Mustafa Aydemir]

Hi @Mark Segall 

I have tried what you have told me but when I am trying to make the automation I can't choose "my desired Security level". 

Best regards, 
Mustafa

[Mark Segall]

Did you follow all of the instructions in the link I provided in my last message?  You need to configure issue level security and then the security levels you configure will be available to the rule.  Also make sure the rule actor has the "Set Issue Level Security" permission in the permission scheme.

[Mustafa Aydemir]

Hi @Mark Segall 

I followed the instructions in the link you send earlier. 

I have done all this. Check screenshot. I cannot enter the "scheme" I made in Issue Security.

Best regards, 
Mustafa 

[Mark Segall]

In your issue security scheme, you need to set up security levels.  The automation rule would need the appropriate security level.  Here are some sample security levels that I configured in my test environment:

[Mustafa Aydemir]

Hi @Mark Segall 

I tried to do everything you told me and followed the guide you send earlier and found some videos. but I can't still manage to make it work. 

Best regards, 
Mustafa

[Mark Segall]

Hi @Mustafa Aydemir  - Let's take a step back... Can you please confirm:

1. This is a Company Managed Project - I probably should've asked this first because Issue Level Security ONLY works with company managed projects
2. If Yes to the previous step, have you configured the issue security scheme and associated security levels?  If so, please share a screenshot
3. Have you added Security Level to your issue screen?  
4. If yes to the previous step, try creating a test issue and setting security level.  Are the configured security levels created in step 2 available for selection?
5. If yes to the previous step, validate your security levels are working as expected on the test issue created in the previous step

Once you've confirmed all of these steps, it's now just a matter of getting the automation working.

[Mustafa Aydemir]

Hi @Mark Segall  

I tried to do it on a service management project. I think I have to try other ways. I found an app called "Backbone" that could maybe fix the problem I have. 

Can u recommend Backbone or other apps in Jira? 

Best regards, 
Mustafa

[Matthias Gaiser _K15t_]

Hey @Mustafa Aydemir

I agree to the steps @Mark Segall has provided - and just successfully setup a JSM project like this. what did I do?

• Created a JSM project
• Created an issue security scheme with two levels: Internal and Freelancer
  • Added an internal user group to the internal level
  • Added an internal user group and a freelancer group to the freelancer level
  • Made the internal level the default
• Associated the new security scheme to the project
• Added the Security Level to the screen(s) for this project
• Tested that the levels worked via a test issue

Since you've mentioned Backbone (I'm part of the Backbone team), our app could be another way to solve your problem. Then you don't need to set the security levels but keep working as usual in your project.

With Backbone, you can create another JSM project and synchronize all the issues the freelancers should have access into it. You can specify a JQL to select which issues should be synchronized.

If you want to get more details about this, feel free to reach out with additional questions to our support team.

Cheers,
Matthias.

[Mark Segall]

@Mustafa Aydemir 

Thank you for the response... On question #5, are you saying that your test is working as expected? 

If yes, it appears that you have issue level security configured properly and it may just be a matter of getting your automation rule working.  On the automation rule under Rule Details, you'll want to make sure the automation Actor is an account that has the Set Issue Security permission.  So, if you're using the Automation for Jira account, you may want to add add it to your project as an administrator. 

[Mustafa Aydemir]

Hi @Mark Segall 

It's not working properly. 

I can create issues with the test account I have.  But when I create an issue from my admin account and I log into my test account I can't change assignee or status. 

Oh damn. I think I forgot to start my automation again because I stopped it when it didn't work earlier. 

I will try to do the last part you just wrote. 

Best regards, 
Mustafa 

[Mark Segall]

Make sure your test account has been set to the appropriate roles/groups (including Jira Service Management Users for licensing).  This is the likely cause of your test account not having the ability to assign issues.

[Mustafa Aydemir]

Hi @Mark Segall 

The test account has all roles/groups enabled as you see here. 

This is the error I get. 

Best regards, 
Mustafa

[Mark Segall]

I believe that you also need to assign the test account to jira-servicemanagement-users-YOURINSTANCE. This provides licensing to the test account.  This group trumps any permissions you may be granting the user.

[Diana_Architect_ZigiWave]

@Mustafa Aydemir hi there. Just to add another option to the list of solutions provided - ZigiOps. It's fully no code (no need for scripts, code, no need for additional plugins). You can easily customize it to fit any use case - you have 100% control over the data transferred/synced between the connected systems and who can access it.

Feel free to look at it and drop us a line if you want to know more. We have a free trial so you can actually test it. 

Regards, Diana (ZigiOps team)

[Mustafa Aydemir]

Hi @Mark Segall 

1. This is a Company Managed Project - I probably should've asked this first because Issue Level Security ONLY works with company managed projects

    - Yes to 1. It's a Company Managed Project.

2. If Yes to the previous step, have you configured the issue security scheme and associated security levels?  If so, please share a screenshot

   - Yes. Here is the issue security scheme.  
   
   

3. Have you added Security Level to your issue screen?  
   - Do you mean this when you ask for issue screen? 
   
   
   
4. If yes to the previous step, try creating a test issue and setting security level.  Are the configured security levels created in step 2 available for selection?

   - When i try to create a issue I can only choose "internal security levels" on my admin account. I know that if I add admin on external security levels it's possible to choose between external + internal

5. If yes to the previous step, validate your security levels are working as expected on the test issue created in the previous step
   
   
   
   

   - I have given permission to freelancers to be assignable user + transition issues. but it is not possible to do that. 
   
   
   
   
   
   This is all got it as for now. I hope it makes sense. 
   
   
   Best regards, 
   Mustafa

[Dhiren Notani_Exalate_]

Hi Mustafa

You can use a solution like Exalate in this case.

It can be used for Software Projects and even for JSM.

You may choose to share the information that is relevant to the Freelancer by creating a local sync and setting up triggers in such a way.

Please be known that I am associated with Exalate as a Pre-Sales Engineer.

Thanks, Dhiren

[Mathieu Lepoutre _Exalate_]

Hi Mustafa

I am working as a pre-sales engineer at Exalate.

It is indeed important to maintain control over the data that your freelancers can view and receive. One solution to address this issue is by utilizing an integration tool called Exalate.

Allow me to elaborate a bit;

With Exalate, you have full control over what data is synchronized and shared between different instances. By using the JQL in Exalate, we can construct triggers to initiate synchronization based on specific criteria. In your case, you can set up a trigger to only send tickets from customer "A" to the freelancers. With Exalate we can do a "local" connection so it acts in the same Jira instance.

This way we are restricting their visibility to other customer tickets.

Hope this helps and don't hesitate to ask questions.

Have a great day!

[Mustafa Aydemir]

Bonjour @Mathieu Lepoutre _Exalate_  :) 

It sounds like it's similar to Backbone. Can Exalate do it on a service management project where we minimize access to freelancers without combining a software/company managed project to service management project? 

Best regards, 
Mustafa 

[Syed Majid Hassan -Exalate-]

Yes this should be possible to do indeed. Would you like to book a quick demo here so that we can actually do a dummy run of exactly what you are looking for. 

Thanks

Majid