Limiting service agents to specific orgs

[kenwarner]

I want to set up my service desk so that Agent1 has access to requests by OrgA and OrgB, and Agent2 with access to OrgB and OrgC. Is this possible?

[davy]

Hi kenwarner,

Assuming the different Orgs have their own projects to create requests in, it is possible to specify which project an agent is allowed to access by adjusting their project access.

To adjust an agent project access, simply add/remove the agents account from the Users and roles section (on Jira Cloud this option is called People) in the project settings.

Best Regards,

[kenwarner]

I don't want to have to create a new Service Desk project for each of potentially thousands of Orgs that I service. Is there any way to do this within a single Service Desk project?

[davy]

Hi kenwarner,

If you're using one project for all the different Orgs, you could set set an issue level security on the requests.
However, you will need a dispatcher to set that issue level security manually.

There are third party addons that can set the appropriate issue level security, based on the reporter, group membership etc ... of the request, but it will require some project workflow changes.

Best Regards,

[kenwarner]

that's great news. I was hoping it could be done with issue level security, just not familiar enough with that aspect of Jira. I'll look for these addons as well, but if you could point me in the right direction on how to use issue level security to accomplish this, that would be great too! thanks

[davy]

Hi kenwarner,

We a doc how to setup the issue level security at
- https://confluence.atlassian.com/adminjiraserver073/configuring-issue-level-security-861253265.html

For Jira Cloud this is
- https://confluence.atlassian.com/adminjiracloud/configuring-issue-level-security-776636711.html

We also have an kb which should be helpfull which addons to use and how to set them up
- https://confluence.atlassian.com/jirakb/how-to-set-the-security-level-of-an-issue-based-on-group-membership-726565612.html

[Angélica Luz]

Hi Kenwarner,

Yes, it's possible.
You can add the same customers to one or more organizations, so they will be able to access tickets from the organizations in the customer portal.

If you have any other question, please let us know.

Regards,
Angélica

[kenwarner]

My question isn't about customers in an organization seeing other requests by customers in the same organization. My question is about Service Desk Agents.

[Angélica Luz]

Hi Kenwarner,

Thank you for the details.
The best option, in this case, is to restrict their view by adding issue security.
The documentation below gives more details about how to add issue security on a cloud instance:
- Configuring issue-level security
Also, you can check this video that has the steps to add the issue security.
The video shows the Server version, but it works for cloud:
- https://youtu.be/LpBICns-_dA?t=1827
Hope this helps!
If you have any other question, please let us know.

Regards,
Angélica