Is it possible to limit the ability to view issues to certain request types for some agents?

[Emil Khairov]

For instance, I have a department that has to see only 1 specific request type while some other users may see every request in our service management software.

[Nic Brough -Adaptavist- · Accepted solution]

Welcome to the Atlassian Community!

The only way to do that would be to have different projects for each department.

[Emil Khairov]

Thank you!

I was thinking about going through the following steps:

1.  Create an additional Security Level. 
2. Exclude the department that has to see only 1 request type from all other Security Levels except for the new one.
3. Include all other departments in the new Security Level. 
4. Mark the respective request type with the newly created Security Level.
   
   I assume that this would allow all other departments to see this request type while limiting the target department only to seeing the specific request type.

Could this possibly resolve the issue? I have not tried it yet but I plan to test it soon.

[Nic Brough -Adaptavist-]

That will work as you describe, but only for the issues behind the requests. 

Your customers will still be able to see, and create, requests of any type.  They just won't be able to see the issues the agents are working with.  But most customers don't get to see the underlying issues anyway.

[Emil Khairov]

Yes, I do not intend to limit the ability to interact with requests that customers have created. So, I guess I'm going with the security levels setup.

Thank you.