How to allow Agents to set ticket security level to a security level they aren't apart of?

[j.jackson]

Hi Community,

I currently have my Jira Service Desk with a security level per department. When a ticket comes in, I set the security level to the relevant department so it will show up in their queues. I use the security levels to ensure that agents can only access tickets that are part of their department. 

This has been working relatively well, however I have an issue when tickets come in that require work from 2 different departments. For example, a ticket comes in that requires work from Sys Admins and IT-Dev departments. I first set to IT-Dev > They work, finish then send to me > I assign to Sys Admins via security level > They finish their work and close ticket.

They have to do this because an agent can only set the security level to either default or any security level they are a part of. 

As you can see, this causes a lot of extra work since the ticket has to bounce around a few times. What I would like is the ability for my agents to assign security levels that they are not apart of so they can assign directly from IT Dev > Sys Admin

Is this possible with the current set up in JIRA?

[Alexander Ling]

Hello @j.jackson 

As you said, it's not possible to set a security level that you are not part of. However you could solve this by adding a group picker custom field and then add that to your issue security scheme. This makes it so that any group that is added to that field in that issue can also see the issue as if they had the same security level as the original group. 

I hope that this solves your issue!

Best regards,

Alexander