Does JIRA Service Desk support organization hierarchy?

[Akhil K C]

Our system has a nested organizational structure, where the admin has privilege on all its children. All organization level will have its own admin. When a ticket is raised at the lower level a top-level admin should be able to view that ticket. Is this possible using JIRA service desk?

[Igor Sereda [ALM Works]]

Hi Akhil,

This might be possible, but Jira does not support organizational structure in this way out of the box. There's a concept of "issue security", which may be used to limit who can see an issue (ticket). If you create (either manually or programmatically) a separate issue security level per each possible set of people who can view a ticket, and then assign that security level based on the Assignee, that could have the same effect as the true organizational structure-driven security.

Hope this helps,
Igor

[Akhil K C]

Thanks for the update. Is it possible to access and update 'issue security' through REST API?

[Igor Sereda [ALM Works]]

It should be possible. Try the usual issue update call and edit "security" field -- https://docs.atlassian.com/software/jira/docs/api/REST/7.6.1/#api/2/issue-editIssue

Note that the default permission schema does not allow changing issue security at all, you need to change that first.

Cheers,
Igor