Agents need permissions to create/view/edit their own tickets

[Ariel Gavillon]

Hi,

We have a Project for the Call Center, what we're trying to do is to give the agents permissions to create/view/edit only their own tickets.

They need to see only their own tickets and not from another agent, also they need the possibility to assign the ticket they create to another one person.

In addition, every user that is a manager needs to see every ticket on the project.

We already tried with solutions that are presented in these 2 articles

https://confluence.atlassian.com/adminjiracloud/configuring-issue-level-security-776636711.html 

https://confluence.atlassian.com/jirakb/how-to-limit-user-to-only-browse-issues-assigned-to-or-reported-by-them-779160753.html 

The problem with this is that the agents see every issue and they don't have the possibility to assign to another one their own ticket

Regards,

[Eric Lemay]

There should be a way to configure your security levels to allow this.  Make sure that your default security level that's assigned to your tickets only allows access to the assignee, the reporter, and the manager group.  Coule that with making sure that all of those users have the access in the project role, and that should do it.

[Bastian Stehmann]

Additionally, you should add at least all agents to the "Assign User" and the "Assignable User" Permission, so that the agents all are able to assign issues to other users and that all agents can be assigned to an issue.

[Yogesh Mude]

Hi @Ariel Gavillon,

Create a group/role for the Manager people and add those Managers in this group/role.

Add the reporter and the created group/role into Browse Project permission.

Add the reporter to Assign & Edit Issues permission.

So that only the people who have been raised a ticket they will be able to see their ticket and the Managers as well as they will be able to assign the ticket to others.