How can I stop tickets being visible to other employees?

[zoe Robson]

We use Jira Tickets for our HR requests, and our employees can see each others requests.  How can I turn off the question 'Share with....' at the bottom of the ticket to stop this happening in the future and potentially causing a data breach

[Trudy Claspill]

Hello @zoe Robson 

Welcome to the Atlassian community.

This KB article will help you:

Understand Share Options in Jira Service Management Cloud Portal 

You will need to change the configuration of the Space, and possibly change the configuration of the JSM app, as described in the article.

Let us know if you have additional questions after reviewing that article.

[Victor Law - Ricksoft]

Hi @zoe Robson

In addition to what @Trudy Claspill suggested, I strongly recommend reviewing the JSM space permissions, especially the Customer permissions and Customer sharing settings, as this is often due to portal visibility or organization sharing configuration.

For sensitive requests, implementing an Issue Security Scheme is a good first step, so only the reporter and authorized users/groups can access the work item.

If you also need to protect sensitive information within the work item itself (for example, HR notes, payroll details, personal data, or confidential custom fields), you may also want to consider a field-level security solution such as the Secure Custom Fields for Jira app by Ricksoft. This allows administrators to restrict which users, groups, or project roles can view or edit specific custom fields, helping reduce unintended data exposure while still keeping the work item accessible to the right teams.

References:

• Customer permissions: https://support.atlassian.com/jira-service-management-cloud/docs/change-project-customer-permissions/
• Issue security scheme: https://support.atlassian.com/jira-cloud-administration/docs/configure-issue-security-schemes/
• Secure Custom Fields for Jira: https://docs.ricksoft-inc.com/secure-custom-fields-for-jira

Disclosure: I work for Ricksoft, the vendor behind Secure Custom Fields for Jira.

Thank you.