Forums

Articles
Create
cancel
Showing results for 
Search instead for 
Did you mean: 

Restricting access to submitted requests

Julia Watson-Clarke
Rising Star
Rising Star
Rising Stars are recognized for providing high-quality answers to other users. Rising Stars receive a certificate of achievement and are on the path to becoming Community Leaders.
July 30, 2025

Hi Community,

Is it possible / has any configured the ability to restrict access to submitted requests via the JSM portal using a custom field?

I've looked at this article (https://support.atlassian.com/jira/kb/restrict-access-to-certain-jira-issues-based-on-the-value-of-a-custom-field/) but I'm not sure it will achieve our desired outcome.

We have some clients who require security clearance in order to provide them with support on the sites and servers. However, only a limited number of team members have security clearance.

We'd like to restrict access to any tickets submitted for the specific clients, locking access down to only the security cleared agents in JSM.

Any suggestions on how to achieve this.

I can see arguments both for and against doing this so I am curious to know how other people achieve this.

Thanks,

Julia.

2 answers

1 vote
Aaron Pavez _ServiceRocket_
Community Champion
July 30, 2025

Hi @Julia Watson-Clarke 

You could also use security schemes. Either permissions or security schemes will do.

https://support.atlassian.com/jira-cloud-administration/docs/configure-issue-security-schemes/

Regards

1 vote
arielei
Rising Star
Rising Star
Rising Stars are recognized for providing high-quality answers to other users. Rising Stars receive a certificate of achievement and are on the path to becoming Community Leaders.
July 30, 2025

Hello @Julia Watson-Clarke 

You can achieve this by setting the permission scheme:

1. remove the "Service Project Customer - Portal Access" and add a group instead.

2. then simply add whoever you want to that group and they will have access to open requests.

Suggest an answer

Log in or Sign up to answer
DEPLOYMENT TYPE
CLOUD
PRODUCT PLAN
STANDARD
PERMISSIONS LEVEL
Product Admin
TAGS
AUG Leaders

Atlassian Community Events