Jira Service Management Item Security

[Luana da Silva]

Item security is enabled, and agents still have access to some request types.

[Tomislav Tobijas · Accepted solution]

Hi @Luana da Silva ,

Can you maybe provide additional details (and/or screenshots) related to 'item security'?

Are you referring to request type restrictions or are you using issue security schemes? The first is a restriction only for customers, while the latter is how you can configure who can see the ticket (on the Jira/agent side) once the same is created.

Anyway, if you could share some additional details about the issue, please post them (or update your original question).

Cheers,
Tobi

[Luana da Silva]

The second option, who can see from the agent's side

[Luana da Silva]

is active and configured, but agents have access to everything

[Tomislav Tobijas]

@Luana da Silva , have you set default security level or maybe an automation rule that sets the security level once the ticket is created?

If you just configure the issue security scheme, the system will not automatically set security level on any/all issues.

Additionally, you'll probably have to add security level field to edit issue screen. You can do so by navigating to Project settings > Screens (under Request management) and select issue type > add Security level field to a screen.

With that field added there, users will be able to see a small lock icon in the top right corner of the issue/ticket. If the user has permission to change the security level (defined in the permission scheme), they will be able to change Security level to the ones of which they are part.

Hope this helps.

[Luana da Silva]

Thank you, this was very useful, I checked and these settings are active in the correct way.

However, I want to restrict agents' access to requests. For example, the incidents queue, if I have 3 agents in the project, but I want only one to be able to see the requests from that service queue

[Tomislav Tobijas]

Hi @Luana da Silva ,

Sorry for leaving this hanging for a couple of days.

For example, the incidents queue, if I have 3 agents in the project, but I want only one to be able to see the requests from that service queue

Access cannot be restricted on a queue level but on ta icket level with previously mentioned security levels. So, if you configure everything so that only one agent sees the tickets, others would still be able to view the queue but, for them, the queue would appear empty all the time.

If you're having issues with configuring security levels, feel free to share some screenshots of the project security scheme, permission scheme, and ticket(s) with security level set so maybe we can try to debug this.

Just a note that this is a public forum so please be aware of which information you're sharing.

Cheers,
Tobi

[TI Administrador]

-

[Luana da Silva]

Thank you for your help, I managed to solve it