Delete issue permission in JSM

[Roland Uittenbogaard]

We would like to limit the ability for customers and agents to delete an issue. Currently we have the following implemented for Delete Issues on the Permission scheme (fig.1).

So basically we only want Administrators to be able to delete an issue. We can delete/remove the Service Desk Team. But there are still two other options that have permission to delete issues.

My question is what the other two options represent?

1. Project Role -> atlassian-addons-project-access

For what does this project role give permission to? Is it if you have any add-on for Jira, you can still delete an issue when you are working in the addon? Or does it also give permission to delete an issue if you have agents that connect to Jira with another application, such as Top Desk for example?

2. Service Project Customer - Portal Access.

Does this option gives the permission to delete an issue to customers in the portal?

If not, what does it mean?

[Marc - Devoteam · Accepted solution]

Hi @Roland Uittenbogaard 

1. The role -> atlassian-addons-project-access is a default role in the system
   
   This role is for all marketplace apps you install on your instance.
   
   I you remove this role an app is not able to delete issues as well.
   
   
2. The role Service Project Customer - Portal Access refers to you portal customers.
   
   By removing the role they are not able to delete issue from the project, but this is by not possible.
   
   Atlassian placed this role on almost all permissions, but they can't use this, unless you have a workflow where a transition is executable by a portal user and this transition has a post-function that would delete the issue.
   
   Does are not in any default flow, that would only be there if an admin has made a workflow with this option.

I hope this explains the roles to you

[Roland Uittenbogaard]

Hi Marc,

1. So probably I don't have to delete this option because the added apps are not accessible for customer and agents.

2. Ok, so we also don't have to delete this option. We have some transitions that customers can do in the portal, and we use post-functions to set Support Line and Assignee, and Resolution. But there is not an action customers or agents can do in the portal to delete a ticket.

Thank you very much for your explanation and time, I appreciate it.

[Negar Mousavi]

I'm not sure what it does but i have changed my permission scheme and restrict deleting issues to administrators and Service Project Customer - Portal Access. now customers doesn't have the access to delete issues not from portal and also not from viewing issues in jira projects.
I'm not sure but i assume that Service Project Customer - Portal Access used by automation that we use in workflows and other things I think you shouldn't remove it from permission schemes.

[Roland Uittenbogaard]

Hi Negar,

I think you are right it is better not to delete Service Project Customer - Portal Access. I will check with a customer or agent if they can delete tickets in the portal.

Thank you