Unable to view security level while fields added

Hi, I have added Security Level to Screen and Field Configuration but am unable to view on the ticket. This happens to be an issue on Incident work type in my case where as I am able to see the same in Service Request.

Can someone help please?

4 answers

2 votes

Hello @Harsh Rusia

Welcome to the Atlassian Community.

What type of space does this concern? It looks like it is Service Management, but is it Company-managed or Team-managed? Security Level applies only to Company-managed spaces.

Do you have permission to set the Security Level for this space?

Have you associated a Security Scheme with the space?

Are you a member of one or more Security Levels within the Security Scheme?

The answer to all of those must be Yes in order for you to see the Security Level option in the work item view.

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Hiya. thank you.

Yes, I do have permissions to set security level. I have associated Security scheme to the space. I am able to set security level for other work item type but not for one specific.

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1 vote

Hello @Harsh Rusia

I would go to 'Permission Helper' (Space Settings -> Access -> Space permissions -> and click on 'Permission helper' in the top right corner.

User: Enter your name

Issue: Enter the ticket number you are having a problem with

Permission: Set Issue Security

This will show you what is blocking your access.

If everything is green, Maybe your security level field has not been added to the screen. You could try the 'Find your field'

open your ticket -> go to the 3 elipses in the top right corner-> click 'Find your field' -> type 'Security Level'. This will show you if it is available or not.

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Hi Alan. Thank you so much.

I have check Permissions from 'Permission Helper' and also checked field from 'Find your field'.

They are both Green for all status. I am still unable to set Security Level for one particular Work Type.

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Comment

Are you able to view/see the security field on the Work type agent view ticket? Sounds like it has not been added to the view/edit screen but that should have shown up when you checked 'Find your field'.

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1 vote

Hi @Harsh Rusia

This is no specific field in the sidebar,

Do you see a lock icon on the screen, next to (left) of the watch option.

You do nedd to be member of all security level to see this and set another level.

Or it might be that based on the request type a default security level is set, that you are not a member of.

Check the request type restrictions -> who can view work items option. I think a default security level is set and you are not in are role or group of htat level, so you can't see the lock icon to change it.

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Hiya. Yes, I am member of all security levels. The issue here is that I am able to see lock on other ticket type but not for this specific type. I can see the field configuration and screens configured correctly.

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Hi @Harsh Rusia

Please check the Request Type and the restrictions setting of this issue type.

Are there restrictions set and which ones and compare this with other Request Types?

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Hi @Marc -Devoteam-

I did check and compare the Restrictions set to the work type. But if you could guide me where to check accurately, I can give it a go again.

Just for more info, this is JSM and I am able to set security level for service requests but not for Incidents.

Thanks!

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Comment

HI @Harsh Rusia

Still could also mean a default SL is set on each created incident and you are not parr to of that level.

When accessing you JSM Space, go to the Space settings.

Check the request type(s) that use the work type incident. Check the Request Form is SL is set by default, if not.

Check automation rules on the space realted to the Request Type(s) that use Wort Type "Incident" or that directly use "Incident" and check if an automation rule set the SL

Also check the Work Type Security Scheme are you pat of all levle used by the scheme?

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1 vote

Hi @Harsh Rusia ,

Thank you for your post.

I suggest to check the "work item view" section. From a specific work item, click on "Configure" on the bottom right.

Reference: https://support.atlassian.com/jira-service-management-cloud/docs/changes-to-requests-in-the-new-issue-view/

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Hiya. No, this is not for a specific work item but for all items in this category. Thanks for your help.

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Unable to view security level while fields added

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