Is it possible to give an external user the ability to manage ONLY SPECIFIC tickets in our JIRA?

[Chris Milton]

Hi team,

Looking for some advice. We are currently in the process of migrating one of our old JIRA instances into the Cloud version. We have an existing project for which we outsource part of the support. So issues in that project could be managed by an internal user, or an external one. As part of our migration we are consolidating several projects into one, so the existing solution of a completely separate project is no longer an option.

So, what I need to understand is what is possible here. Ideally we need:

A set of external users who can access and manage ONLY SPECIFIC tickets within an existing JIRA Project. They should categorically not be able to access or manage any other tickets for any other customers within that JIRA. I am aware that I can restrict which tickets a CUSTOMER can see, but is there a way to restrict which tickets a USER can see? Does anyone have any solutions for this?

Thanks,

Chris 

[John Funk]

Hi Chris,

You can do that with issue level security where you create separate levels that are available to different groups of people. Then the level is applied to each work item so that only the appropriate people can see the work item. 

https://confluence.atlassian.com/servicedeskcloud/configuring-issue-level-security-1097176572.html

[Arkadiusz Wroblewski]

Hello @Chris Milton 

You can likely utilize Guest access in this context and implement an Issue security schema.

Manage guest access in Jira | Atlassian Support

Guest permissions in Jira | Atlassian Support

Grant users access to security levels in a work item security scheme | Atlassian Support

Best,

Arek🤠