How to make a work item "invisible" to Customers

[Tim Bonney]

Is anyone able to give me some insight from their experience in making a new Request Type, but locking it down so that it is invisible to those who are assigned the 'Customer' role for the Project space it is in, and is only able to be seen and/or modified by members of an internal 'Tech Team' group, or of the 'Site Administrator' role? We don't want any work items created under this new request type to be visible in any way to the front-end customer Portal.

I've been trying to figure out how to do this, but my fear is...If I create a new security level and security scheme and then apply this scheme to the project in question, how will doing so impact all the other work items and/or configuration within that project? Especially since this project does not currently have a security scheme associated with or applied to it.

Any insight will be appreciated. Thank you in advance.

[Susan Waldrip]

Hi @Tim Bonney , have you tried setting restrictions using the Request Type "lock"?

[Arkadiusz Wroblewski]

Hi Tim,

@Susan Waldrip  request-type restriction is a good start, but locking a request type only controls who can raise it, not who can view the work item once created. To restrict visibility, you'll need a work-item security scheme.

Create a security level (e.g., `Internal – Tech Team`) granting access only to the Tech Team and admins, explicitly excluding Reporters, Request Participants, and Portal roles. Leave the scheme’s default level set to None so existing work items remain unaffected. Then, use Jira Automation to assign the security level whenever a new internal request is created (Trigger: Item created → Condition: Request Type is Internal → Action: Set Security Level).

Remember that site admins don't automatically bypass security levels, so ensure all required users and your automation actor are explicitly included in the level. Be sure to test with a portal-only customer account before going live! or.... Well Sanbox are Good playground.🤪🫣🤠

Best,

Arek 🤠