Is it possible to secure access to certain tickets in JIRA Service Desk?

[chris.kings-lynne]

Is it possible in Jira Service Desk to have it that some types of issue are only visible to some agents?  An example would be sensitive employee termination/offboarding requests?

[Francesc_Arbó · Accepted solution]

Hi @chris.kings-lynne ,

You can try to config the security level for your Jira Project. According the security level the agents will be able to see the issue or not.

Here you have the official documentation: https://confluence.atlassian.com/adminjiraserver/configuring-issue-level-security-938847117.html

[chris.kings-lynne]

We'll give that a try, I was wondering whether it would work in a service desk project..

[Francesc_Arbó]

Hi @chris.kings-lynne ,

it also works fine because it's a Jira feature. If you want to automate it you can try with automation in the Service Desk project or, deppending on how you have deploy it, automating Security Level value in the request type of the customer portal.

If the answers suits you, please accept it and vote for it ;)