Is customer portal access affected when issue security scheme is enabled for Service Desk?

[Fatima Mohammed Siddiqui]

We use Jira Service Desk to manage customer tickets/tasks. These tasks are separated into different queues based on the "Component" value, which is set automatically at the time of task creation. All the tickets are currently managed and worked on by the Service Desk Team, and the customers can access their own tickets they created through the Customer Portal/Help Center. The Service Desk Team and Service Desk Customer roles (built-in roles by Jira) are given relevant permissions in the permission scheme for Service Desk project.

We now wanted to implement a solution in which we want another team to be able to see/work on one of the queues (e.g. only tickets with Component = XYZ). We do not want them to be able to see other queues (i.e. all tickets with Component values other than XYZ).

We were looking into setting up Issue Security Scheme for this purpose. Our idea was to set up two security levels and then use Jira Automation to automatically add the respective security level based on Component value to the newly created tickets. So we created a scheme with two levels -

1. Unrestricted access - Service Desk Team project role only

2. XYZ access - Service Desk Team role, XYZ Team role

XYZ Team project role has been given the necessary permissions on the Project permission scheme as well.

While all this has been set up, and the only thing remaining is to associate the issue security scheme with the Service Desk project and to create above Jira Automation, we're still unsure of this as we're afraid it may break the customer access from the portal.

Another concern is that if we were to add Service Desk Customer to both the security levels to ensure their access, we're afraid that it may give them unrestricted access to all other tickets (which are not their own) via customer/help center portal.

I'm not sure how this works, so any insight would be highly helpful. Ideally, we would expect that it doesn't affect the customer access from the permission scheme, and we require no need to configure customer access on security levels.

[Mikael Sandberg · Accepted solution]

Hi @Fatima Mohammed Siddiqui,

Welcome to Atlassian Community!

As long as Service Project Customer - Portal Access is part of the security scheme it will not affect customers access to the request via the portal.

In your case you want to keep that role in your security level and then just make sure for the level that the other team should not have access to that they are not included in it in any way.

I have multiple security levels in my HR project, one for example is for onboarding/off-boarding that allows anyone that is part of the service management team project role have access to those requests, but for the other levels those are restricted to the customer and the people team only.

[Fatima Mohammed Siddiqui]

So you mean that we add Service Project Customer - Portal Access role to the issue security scheme as well, is that right? And it should not give them anymore access than what they had before, i.e. their own tickets?

So in this case, I must add it to both security levels then?

1. Unrestricted access - 

• Service Desk Team, 
• Service Project Customer - Portal Access

2. XYZ access - 

• Service Desk Team, 
• XYZ Team, 
• Service Project Customer - Portal Access

Is this how it should look like?

[Mikael Sandberg]

Correct, if that role is not in the security level the customer would not be able to view the request via the portal. Let say that you just added the Reporter, then the only way the customer would be able to view the request would be if they had access to your instance which would require a license.