Different access levels to ticket types

[Michael Cheng]

I have 3 different tickets types ( Apps, Infra, HR) where they type is determined by the choices on the portal that the users make. HR ticket goes to the HR team but i need to restrict access so they can not access the other 2 types of tickets. Is this possible?

I have tried using "set issue security", but either I am doing it wrong or it does not matter as if you have access to the back office and the project, then you can access all ticket types and you can not set it for ticket types.

Also looked into project roles to no avail.

Any help would be much appreciated. 

[Jack Brickey]

Unfortunately you cannot limit request types based on customers. All customers forgiven project will see the same request types offered. The only way to deal with this is to create different projects and give the appropriate customers access to the appropriate projects.

[Michael Cheng]

Hi Jack

Thank you for the response, I am trying to limit the HR team who has access to the backend for this project so that they can only see HR issue type rather than limiting customer access. 

so i need something like

group/role 1 = Access to everything in the backend

group/role 2 = Only access to HR issue type

Is this possible?

[Jack Brickey]

when you refer to group/role are you talking about Agents or Customers? If your goal is to service the same customers for all requests (backend and HR) and you are trying to restrict what your agents see/work on them you could consider Issue Security schemes. Yes however your customer base will vary across these projects then I would advise you to create a unique HR project. IMO and experience HR requests are unique and generally benefit from a dedicated project.

[Michael Cheng]

Its for the agents as like you said we would be servicing the same customers for all requests. I tried to use issue security schemes but I think I am missing something as I can not see where I set the issue type access level.

any pointers would be much appreciated.

[Robert Wen_Cprime_]

I think issue security schemes are the way to go.  The problem is that they are not available on the Free plan for Jira Cloud.  Are you on the free plan or on a different plan (Standard, Premium, Enterprise)?

[Jack Brickey]

issue security schemes work on issue types not request types. More importantly issue security schemes will not apply to customers.

[Robert Wen_Cprime_]

True.  I did not catch that.  Thanks!