Participants are not able to view tickets when Issue Security is applied

[Karri Parola]

Has anyone found a workaround that will allow Request Participants to view tickets when the ticket has a security level on it?

[Dirk Ronsmans]

HI @Karri Parola ,

The only way to do this is to add them in the Security level..

I personally add the "Service Project Customer - Portal Access" to the security level, that grants the user on the portal access to the issue/request.

As it is generic and a system role this will interpret who is allowed to see it based on who the issue is shared with. (and the reporter)

[Karri Parola]

Unfortunately that defeats the purpose of adding security to the tickets.   I don't want it opened to everyone with portal access, just those whose participation has been requested.  

[Dirk Ronsmans]

Well no, it's a role and not just "everyone with access to the portal".

If the issue is created by someone on the portal and shared with people on the portal they will see it.
It is not a global, "every person on the portal can see it"

By Participation I would assume you mean the reporter and the request participants. (from the customer side)

[Doods Perea]

Hi @Dirk Ronsmans - I can't seem to get it to work.  Even after adding "Service Project Customer - Portal Access" to the Issue Security Level, the "Share" button is not available in the Portal view of the ticket once created.  It is also not available in the Portal form, even if the "Request Participants" field is in the Create Screen.

Can it be because of the limitation as expressed here: https://jira.atlassian.com/browse/JSDCLOUD-3948?

As a workaround, I created a custom field called Participants that allow multiple users vaue and added it to the Create Screen of the project.  I then added that field in the Issue Security Level.

I hope this helps.

[Ashraf B]

Hi @Doods Perea,

Joseph Chung Yin (https://community.atlassian.com/t5/user/viewprofilepage/user-id/396739)
suggested me an answer here: 

https://community.atlassian.com/t5/Jira-Service-Management/Balancing-Issue-Security-Level-and-Request-participants-access/qaq-p/1870077#U1870284

This automates the process using Automation rules...

Hope this helps you too.

Regards,

Ashraf