How to work with other JSM Projects while dealing with competing project permissions and Issue Sec

[Zach Bowen]

We use JSM for all of our internal ticketing.  All projects have custom issue types with their own custom field(s), permission settings, issue security etc.  We've also set it up so each project has permission set to the project via specific project role(s) to prevent the standard "Service Desk Team" assignment from giving browse access to all projects since some projects have complex Issue Security in place (HR / Legal) 

We currently have an automation running that allows users to kick off a linked issue automation that will copy basic fields (Reporter, Summary, Description etc) and tag it with a specific linked issue type. It also adds whomever picks up the ticket as assignee to the "Request Participants" field on the original ticket so in theory they can see the basic details. But that dosnt work if they are an agent and not looking via the portal. 

The question is whats the best practice for allowing visibility into the issues that need to be linked for agents in different projects while not opening these projects up more than necessary? 

[Ste Wright]

Hi @Zach Bowen 

Couldn't you add this to the Issue Security Scheme?

For example...

• Add a custom User Picker field
• Set the Assignee to that field, rather than Request Participants
• Add the User Picker field to one of the Security Levels

You could make the User Picker more secure by keeping it off the screen, and potentially reversing any modification to it which is not made by the "Automation for Jira" user.

This way the user could see that one specific issue without going through the portal.

Ste

[Zach Bowen]

For this you would need to have issue security on each project and open the browse issues permissions to all agents for each projects permission scheme yes?

[Ste Wright]

Hi @Zach Bowen 

Yes; you'd need to work out what else needs to be changed in relation to existing Issue Security Schemes also to allow for this to work.

Ste