How to set up Issue Security in Service Desk?

[Alan Bruce]

I am trying to set up Issue Security in our Service Desk. Here is my use case:

• Service Desk Team A should be able to View/Edit all issues
• Service Desk Team B should be able to View/Edit Issues for a specific Issue Type

Which users should see the project?

• Service Desk Customers
• Support Staff
• Administrators

Security Levels needed?

• I was thinking just one - For Team B 

Any help would be greatly appreciated.

Thank you,

Alan

[Nic Brough -Adaptavist-]

Actually, no, you want a level set up for group A, not B.

Security levels work by granting access to only the people named in the level.  For your situation, where A can edit anything and B only one issue type, you should do something like

Create a security scheme with one level, say "secret".  You then name Group A in the level.

This means that issues that have no security set can be seen by anyone.  Issues that are set to "secret" can only be seen by Group A

As you want to do this by issue type, you'll need a post-function, listener or automation that can set the level to "secret" on all issue that should be hidden from B.

[Alan Bruce]

Correct but they want Service Team B to 'Only' view/edit their teams tickets and not see any of the other tickets.

[Alan Bruce]

So I am guessing that I need 2 security levels

1 - All access for all support teams except Team B

2  - Access for Team B and Reporter only

[Nic Brough -Adaptavist-]

> they want Service Team B to 'Only' view/edit their teams tickets 

That's what I described already

No, you don't need two security levels, as I said before, only one is needed.  You only need one that says "only group A can see this".  You need to apply that level to all the issues that you do not want B to see.

For the issues B should be able to see, you do nothing.  With no security level set, all people who can see the project can see the issue.

[Alan Bruce]

I tried that and the Service Team B could View/Edit all tickets.

[Alan Bruce]

I think is has to do with the Service Desk Team Permissions that Team B needs to be added to in order to edit tickets

[Nic Brough -Adaptavist-]

The security level is nothing to do with edit permission.

You have not set up the security in the way I've listed.  Try the absolutely most simple case, from scratch:

• Create an issue security scheme
  • Add one single level to it
  • In that level, give it the single rule:  Group A
• Now go back to the project and
  • Check that Group A has "set security" permission
  • Associate the new issue security scheme with the project
  • Make sure the field "level" is on the create issue screen
• Next log in as someone in group A and create two issues.  One with the security level set, the other with it left empty
• Now log out, and back in as someone in group B.  You will find they can only see the issue without the security level set