Is there a way to hide a certain request type from a group of users ?

[Paulo Martins]

We are implementing a process in my company that is confidential, today all agents can see all request types and we want to create one that would be visible only to certain L2 agents, is that possible ? I heard about "security level" can anyone tell me if this is the way to go ?

[Dave Mathijs · Accepted solution]

Hi @Paulo Martins ,

You can either create a separate service project with those limited request types and limit access to this portal to your L2 agents.

Or you can hide these request types from the current portal and have the L2 agents create the issue/ticket directly in Jira.

Security levels are used in issue security schemes a determine whether an agent/user can see a specific issue after its creation. This is not applicable to your use case.

[Paulo Martins]

Hi @Dave Mathijs , thanks for your answer. I was already thinking about creating a new project, but if I hide the request types from the portal how users will create the tickets ? 

I want to restrict some issues from some agents after the issue creation. 

[Dave Mathijs]

Sorry, then I understood incorrectly. If you want to restrict issue view for some agents after issue creation, then an issue security scheme with a security level is the solution.

Here's a link to the documentation: Configure issue security schemes

[Fabio Racobaldo _Herzum_ · Accepted solution]

Hi @Paulo Martins ,

you can't do that using builin features. "Security Level" allows you to hide/view specific issues on a project based on project role/group/user so it is no a solution for your question (https://support.atlassian.com/jira-cloud-administration/docs/configure-issue-security-schemes/)

As a workaround you could :

• split issue types in different projects 
• add a validator at workflow level so just specific groups/roles can create tickets based on type (all issue types will be visible to all users)

Hope this helps,

Fabio

[Paulo Martins]

Hi @Fabio Racobaldo _Herzum_ ! thanks for your answer.

I could create a group called "confidentiel agents " and display tickets (after creation) only to the participants of this group ?

[Fabio Racobaldo _Herzum_]

In order to do that you need to setup an issue security with different levels (for example "Public" visible for all user in the project and "Private" visible just to that group).

On ticket creation or through a postfunction on creation, security level should be populated so that specific issue will have Public or Private as issue security.

Hope this helps,

Fabio

[Tansu Akdeniz · Accepted solution]

Hi @Paulo Martins 

Security level is one option. First of all, create a security level and configure members. Than configure an automation rule to set security level based on request type. Then, if confidential request is created, only agents within the security group will see those tickets.

[Ebru Ergenc]

Hi!

So far I set issue security scheme and levels. How should be the automation like?

Thank you