How to Hide a created projected from External team members?

[Sonal.sonal2]

we have a project created under account for raising any support required from IBM team, now the same project  is being used by external team members for asking support from third party ppl as well.

I need help in understanding how can we restrict the users for a group? Can we publish a list somewhere to whom only project is visible.

This is urgent please help!

[Ismael Jimoh]

Good day @Sonal.sonal2 

Welcome to the Atlassian community.

May I ask before we go any further if we are speaking of a JSM project first of all? If so, from the customer portal users shouldn’t see each other’s tickets unless you are trying to prevent the external support from seeing tickets raised by your internal team.

Secondly, is the separation of these support tickets into separate projects an option for you as a company? If yes, then I’ll suggest separating the projects and switching the project’s permission scheme for each project so that the browse project permission for each project is constrained to scope of externals as you described it.

The other alternative would be first identifying and drawing out a logic to understand which ticket belongs to which group. Next using the logic, create an issue security scheme and a appropriate security levels. With sexy levels you can then add groups or roles and users who should see the ticket to the corresponding security level.

These are the 2 ways to achieve what you described.

[Ismael Jimoh]

https://support.atlassian.com/jira-cloud-administration/docs/configure-issue-security-schemes/ Read about security scheme in the link.

[Joseph Chung Yin]

@Sonal.sonal2 -

Welcome to the community.  

To supplement what @Ismael Jimoh suggested.  If you want to hide (discovery) of issues within the same project (where all users have access to the project), then issue security configuration is the best approach.  However, you also need to be aware of that out of the box, only project administrator role members are given the manage "Security Level" (issue security) permission.

You can utilize automation rule to apply issue security against your issues when issue is created with your appropriate conditional check.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.