How to hide queue button based on security Level?

[Jakeer]

Hello Team,

In a project we have set security level based on the organization custom field. (We have two organizations in the same group). Suppose if an issue is raised for one organization, then the issue should not be visible for the other organization in the queue.

How can we set this that both the organizations in the same group should not be visible to see each other issues?

Is there possible to hide the queues?

Any suggestions will be helpful.

Thanks,

[Jakeer]

Hello @Marc - Devoteam ,

Thanks for the answer.

Suppose if we are getting issues from two different organizations to the same group in one project. Is it possible to hide the issue through security level based on the organizations. So that the person who is having access to only one organization should be able to see the tickets of his organization only in the queue and the other organization tickets should not be visible to the person in the queue.

Is this possible to hide the other organization tickets of the same group in the queue.

Thanks,

[Marc - Devoteam]

Hi @Jakeer 

No you can't hide queues, they are an integral part of the JSM project.

If you use security levels, what would be the reason, if the agens selects the other queue, it will show no issues, as they are not visible for that agent.

[Jakeer]

Hello @Marc Koppelaar ,

Thanks for the answer.

Suppose if we are getting issues from two different organizations to the same group in one project. Is it possible to hide the issue through security level based on the organizations. So that the person who is having access to only one organization should be able to see the tickets of his organization only in the queue and the other organization tickets should not be visible to the person in the queue.

Is this possible to hide the other organization tickets of the same group in the queue.

Thanks,

[Marc - Devoteam]

Hi @Jakeer 

This is not related to security level. Security Level is based on agents able to see issue beased on their level of security set on the Issue Security Scheme.

Customer access based on organisation is based on the customer permission level set in the project. If the customer is a member of both organisations, they see tickets related to both organisations.

Issue Security only applies to licensed JSM users, not portal only customers.

[Jakeer]

Hello @Marc - Devoteam ,

I agree with you.

But when an issue is raised from the portal, the customer selects the organzation he wants. If the project is having only one and is having two organizations in it and in that group two agents are present. One agent is having security level access for one organization and other agent is having the security level access for other organization.

So, what I am trying is when two issue are created from the portal for two different organizations, we have a automation rule that the tickets automatically assigned to the group. In the group we have two agents with two different security level access.

When the tickets come into the queue, the agent should only have access to see the ticket which belongs to his organization and other organization ticket should not be visible to him the queue.

Is it possible?

Thanks

[Marc - Devoteam]

Hi @Jakeer 

No security levels can't be set on organisations, the can only be set to the same options available on a permission level in a permission scheme.