Is there a way to create a specific role/restricted access for a Jira servicedesk agent?

[Deleted user]

We would like to add another role that is restricted from the usual. example the agent can see tickets from a specific customer. TIA.

[Susan Hauth _Jira Queen_ · Accepted solution]

Hi Karren,

I would recommend you use Issue Security to restrict viewing of issues. 

https://confluence.atlassian.com/adminjiraserver073/configuring-issue-level-security-861253265.html

Hope that helps

Susan

[Deleted user]

Hi Susan, thank you for this. are the steps applicable on Jira Cloud? I tried following the steps and it did not work.

Kind Regards.
Karren

[Susan Hauth _Jira Queen_]

Hi Karren,

Absolutely you can do this on Jira Cloud:

https://confluence.atlassian.com/adminjiracloud/configuring-issue-level-security-776636711.html

Cheers

[Deleted user]

This one worked, but this is my goal.

In the Jira Service Desk, we have added our 3rd party support (as agent) for a specific client (client A). I want to limit his visibility on other clients' issues/tickets, they should not see issues of  ( clients B- Z) Is this possible?

Thanks,
Karren

[Susan Hauth _Jira Queen_]

Hi Karren,

So you would need to put your 3rd party support agents in one group, and then your regular agents in another group.  You would then define security levels for 3rd Party and For the internal.  You will need to determine and set security level for each issue coming in based on some criteria (organization)?  Custom Field?  Use a post-function to set the security level to the right level.  Ensure the reporter of the issues is also in that security level.

Cheers

[Susan Hauth _Jira Queen_]

Alternatively,

You could just have two different service desks.

Cheers

[Deleted user]

Hi Susan, 

Thanks for your help so far! I'm working with Karren on this. 

We can't use different service desks as the agent to assign the ticket to is based on the product they require help with actually rather than the customer as the customers don't always have just one product type (custom field for device model).

Is there another suitable suggestion based off this information?

Thanks,

Anita