Looking for advice on best practice

[Chrissy Clements]

We have JSM and are looking to use it for a unique (to us) use case.

• Department A requires a tool to manage their work.  
• Department B is Department A's customer (internal customer).
• Several external collaborators may be engaged as part of the resolution process. Still, we do not want them to be agents - some of the ticket content may be confidential - and, depending on the request, each external collaborator's comments need to be hidden from the other. 

How would you recommend we approach this?  

[Joseph Chung Yin · Accepted solution]

@Chrissy Clements -

Hi Chrissy:

Welcome to the community.  For comment visibility, unfortunately all comments made by customers are considered public associated to a request issue.  Only internal comments (Agent or collaborators entered via the project UI) are hidden from the portal UI.

There is outstanding enhancement request to provide comment visibility lockdown by group/project roles used in Jira Software for JSM - https://jira.atlassian.com/browse/JSDCLOUD-829

You may want to consider issue security setup if a given issue (including the comments) is confidential.   The setup is a lockdown restriction on entire issue's visibility and not just for comments only - https://support.atlassian.com/jira-cloud-administration/docs/configure-issue-security-schemes/

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

[Chrissy Clements]

Thanks, Joseph

[DasJo]

Are the external employees allowed to enter the system with a restricted view or should they be treated as customers (view in the customer portal)?

[Chrissy Clements]

The external collaborators are not employees but independent 3rd parties.  Ideally, they would be treated as customers (portal view) but with restrictions around the comments displayed.