Setting up Confidential Tickets in JSD.

[elsaacuna2]

I have the same problem: how would I go about having an option is Service Desk to allow users to submit a request and ensure that request is not visible to all other users and neither administrators can see the tickets. The customers may be external users. Please your advice.

[Bartosz Ornatowski]

Hi @elsaacuna2 

Thanks so much for your question.

You should be able to do this by configuring a new issue-level security scheme and applying it to a project. You can follow the documentation here: https://confluence.atlassian.com/adminjiraserver/configuring-issue-level-security-938847117.html

The next task would be to add the Security Level field to the Issue Screen(s), Issue Type(s) and then eventually to the Request Type(s) you are interested in.

From then on, you will be able to allow the Reporter to select the Security Level on the request creation field or choose to set it to an arbitrary value without relying on the customer to choose anything.

Please bear in mind that the described functionality (while available in Jira for a long time) has been made available in the Customer Portal only since JSD version 4.9.0. It is possible to achieve a similar effect on earlier versions of JSD, but only by using Automation Rules or Workflow Post Functions.

Thank you,

Bart
Jira Service Desk

ps. if this answer is correct, please select the ‘accept answer’ button