Dynamic changing issue visibility

[Tommy]

I have browsed through lots of questions but haven't found an answer to this:

We develop products and have one jira project per product. Our customers as well as we writes issues on the product.

All users from one customer should be able to see all the issues they have created from that company, but none of the issues we or other customers have created.

Sometimes the customers raise a question or issue that already exists. Then we want to make the already existing issue visible to them as well.

How can we solve this?

Should we use roles, groups, watchers or labels to dynamically make a previously created issue visible for a new group/customer? Or is there any smarter way?

[Tommy · Accepted solution]

After a lot of testing I think I have found that "Issue Security" is the key to what I want to accomplish. With "Issue Security" and user groups, I can enable/disable the visibility for a specific issue for certain groups like "Customer".

Here are some of the other questions that led me to this conclusion:

https://community.atlassian.com/t5/Jira-questions/Set-Issue-Security-Level-for-an-existing-issue/qaq-p/296683

https://community.atlassian.com/t5/Jira-questions/How-to-Set-Issue-Security-on-an-Issue/qaq-p/151520

https://community.atlassian.com/t5/Jira-questions/If-I-add-a-new-Security-Scheme-to-an-existing-project-do-I-have/qaq-p/785022

https://confluence.atlassian.com/adminjiraserver/configuring-issue-level-security-938847117.html

https://confluence.atlassian.com/jirakb/how-to-limit-user-to-only-browse-issues-assigned-to-or-reported-by-them-779160753.html

Now all that remains, is to get the config correct and test it :-o

Here are more sources that helped me to some degree understand Jira Permissions:

https://blog.tempo.io/2015/jira-best-practices-jira-permissions

https://confluence.atlassian.com/jirakb/jira-permissions-made-simple-717062767.html

I also found a plugin that could help, but it seemed overkill once the items above were somewhat clearer to me. https://marketplace.atlassian.com/apps/1213645/exalate-jira-issue-sync-more?hosting=server&tab=pricing

https://www.idalko.com/exalate/

[Alexey Matveev]

Hello,

You could use Jira Service Desk for it. In Service Desk users publish questions through a protal and by default they can see only their own question.

About existing issues. How would you define if an issue exists?

[Tommy]

An existing issue is a problem that someone already has detected and written a ticket for.

Example: If customer A register a ticket ("spell checker doesn't work"), and customer B register the same ticket, we want to close one of them as duplicate and make the first registered visible to both customers. We don't want to have all tickets visible to everyone by default since there might be sensitive information in some.

I have not heard about the Service Desk before. I'll do some reading to catch up.

Thank You.

[Alexey Matveev]

It is possible with an add-on (your own or any scripting add-on like Power Scripts, ScriptRunner and so on). You could write your own post function, which would look for duplicate tickets, create a link and shared this ticket with the required user.

[Tommy]

Okey, is that the only way? I was hoping that Jira had built in support for changing access rights/visibility for an issue/ticket.

[Alexey Matveev]

The problem is that there is no logic for looking for duplicate tickets in Jira because this logic is not that simple.

If you want to share access to duplicate tickets manually then you can do it. If you have Jira Service Desk, you can find a duplicate ticket manually in Jira and add any participant you want to this ticket

[Tommy]

Oh, I see. The duplicate detection is alright to do manually.