Restrict Service Desk Agent to only assigned and reported issues

[David Grenier]

I have a Service Desk project that requires adding an agent in a different company since some issues are outsourced. I'm trying to restrict that agent so they can only see issues where they are the assignee or reporter, not all the other issues that are to be kept confidential. I found some articles that describe how to do this, but it isn't working.

I've created the Issue Security Scheme and a default level. In that level I've enabled current assignee, reporter, my internal agents and project administrators. 

The project permissions allow project administrators, Service Desk Team and my internal agents.

When the external agent signs in, they can see and edit all issues, not just those assigned to or reported by them.

As a test, I removed the Service Desk Team from the Edit Issues project permissions. This allowed them to edit only their own issues, none of the others. That's what I want. However, Jira warns that the permissions are incorrect because the Service Desk Team must have permission to Edit Issues.

When using the permission helper, it looks like the Service Desk Team project role is superseding the issue security. I can't remove the external agent from the Service Desk Team because of licensing.

Any help would be appreciated. Thanks.

[Petter Gonçalves · Accepted solution]

Hello David,

The way you configured your issue security and your Permission Scheme (Removing the Service Desk Team role) is the correct way to achieve your need.

The warning you are receiving from JIRA only means that this is not the recommended configuration and can cause some Agents to be restricted from your project, however, if you make sure that you added your internal Agents to your permission scheme and issue security by using other roles or groups, this is not gonna be a problem and the warning can be dismissed.

That being said, I recommend you to perform the following steps:

- Create a project role on JIRA and add all your internal Agents on the people tab of your project, but not the external Agents

- Add the Project role to your SD Project(s) permissions

- Remove the Service Desk Team role

- Configure the issue security level as you did before, adding the role you created to your internal Agents and current assignee

- Dismiss the Service Desk Warning by clicking on the option when it appears for you

[David Grenier]

Thanks Petterson. I just need to make sure other admins don't try to fix the permission "problem" and undo the changes I've just made to the project permissions.

[Petter Gonçalves]

You are welcome, David.

Once you dismiss the warning, it will not pop-up for anyone anymore, so it will not be a problem at all.

Have a nice week and let me know if you face any new questions regarding it. :)

[David Grenier]

When signed in as an admin, I see the warning popup on every page. Closing the warning box dismisses it on that page, but then the message appears again when I navigate to another page. The only option it gives me is to view the error details and repair the problem. 

I would really like to find a way to tell Jira to stop warning me because it's becoming very annoying.

[David Grenier]

It turns out the popup was showing because it considered two of the permission problems as major. I resolved those and was able to dismiss the warnings.

[Jeff Detmold]

@Petter Gonçalves I have just done this but it seems The Service Desk Team role is missing is a critical error and can not be dismissed. is there an alternative to have external people only able to view tickets assigned to them?