Restricted access to Jira Service Management project

[Marta Mita]

Dear Community,

I have some project in Jira, where I have my team members and third part (externaln company), who create the tickets and assigln to my team. In some cases those tickets should be forwarded to local IT departments. For now my team copy and paste this ticket and send it to local IT departments via e-mail. The goal is to forward those tickets to local IT departments within existing project. Do you have any idea how it possibile and how to set up permissions, so that the local IT department can swe only tickets related to their area. I thought it is possibile via labeling or components, but I'm not sure if this is the right solution and how handle the permission as below described. 

[Rilwan Ahmed · Accepted solution]

Hi @Marta Mita ,

Welcome to the community !!

You need to make some changes to work as you expect. You should be jira site admin for this change

1.  Go to admin menu --> User management --> Groups 
   Create groups like IT Hardware, IT Software etc and add users to it. 
2. Go to Admin --> issues --> Custom field and create a group picker field and name it as Assignee group (as your requirement)
3. Now add the group picker field to your JSM project view, edit, create screens (You can find them in project settings --> Screens)
4. Go to project settings --> Permissions  and grant required permissions like browse, edit, transition etc. to "Group custom field value (Assignee Group)"

Once you do this, when a ticket is assigned to a group then the users in group can work on only those tickets. Other tickets will be restricted to them.

You can also modify notification scheme and add "Group Custom Field Value (Assignee Group)" to required events like Issue updated, Issue commented etc. SO that users in the assignee group field will get the notifications.

Let me know if you need more help on this. 
Please accept the answer if it resolves your requirement. 

[Marta Mita]

@Rilwan Ahmed Thank you for your answer :-) One additional question: can I create more Assignee groups? Becasue the goal is to have for each country separetly Assignee Group, so we can forward the ticket to the right assigne Group? 

[Rilwan Ahmed]

Hi @Marta Mita ,

Yes, you can create more groups.
One user can be part of many groups as well. 

[Marta Mita]

@Rilwan Ahmed thank you so much! I will try it today and hopfully it works :-) Have a nice day! :-)