Visibility of attachments of tickets

[Andreas Moormann]

Dear community,

we are planning to purchase JIRA software as well as JIRA service desk. I have one question regarding tickets created by our customers.

To my understanding, it is possible to define different security levels in order to allow all or a group of customers to see all or a subset of tickets. However, in order to reproduce some bugs in our software reported by our customers, specific data is required. This costumer-related data shall be attached to the ticket by its creator. The data is in general confidential and therefore not to be shared with other customers.

Is it possible define security levels within JIRA (software of service desk) in order to enable this policy?

Best,
Andreas.

[Yogesh Mude · Accepted solution]

Hi @Andreas Moormann,

Yes, you can restrict them from seeing the tickets from one to another.

In jira using Issue security Level concept, you can achieve this.

[Andreas Moormann]

Hi @Yogesh Mude,

thanks for your swift response! For clarification: Only the attachment of the ticket can be blocked from seeing, correct? We still would like to share the "rest" of the ticket (description of the bug and so on) with all customers.

Thank you!

Andreas

[Yogesh Mude]

Sorry, Only attachments we can not restrict, It will restrict whole ticket details i mean the ticket itself can not able to see the people/customer those do not belong security level.

[Andreas Moormann]

Too bad. Can you think of some kind of uncomplicated workaround? For example, duplicating the ticket without the attachment?

Best regards,
Andreas

[Yogesh Mude]

HI @Andreas Moormann,

See the creating duplicate tickets only for unshare the attachments of it, this will not be the correct way.

It will unnecessarily occupy the space/memory on the server and while fetching report you will be missed up.  

one more thing is you can do in this way, anyhow you will create a different project for different customers correct? then create security level for each project and then associate with the particular project so that only those customer will see the ticket details and attachments of it belong to that security level so another customer will not be able to see anything.

[Andreas Moormann]

Hello @Yogesh Mude,

thank you very much for your detailed answer!

"one more thing is you can do in this way, anyhow you will create a different project for different customers correct?"
Up to now, we want to create only one project for our customers, because they are all using the same software tool. To my understanding, it is possible to use within the same project different security levels for our customers. Is that not correct?

Best,
Andreas

[Yogesh Mude]

Hi @Andreas Moormann

Issue security level can be applied to Issues of that project.

For more information please have a look at this article.

[Andreas Moormann]

Thanks!