To share a tickets content trough an email without sharing the issue

[Murat Sahan]

Hi all! 

I have a somewhat difficult problem. We have a project where users can create tickets and only see the ticket they created. So far so good. But sometimes the content of that ticket needs to be shared with someone that has not access to that "secret" project. 

For instance:
A creates a ticket - A can only see the tickets A created. 
B (who can see all tickets in the project) reviews it and sometimes need to share the comments and that specific ticket with C. 

Is this possible and how? Can for instance the content of a ticket be shared through email?

Appreciate any help and Happy new Year All. 

[Trudy Claspill · Accepted solution]

Hello @Murat Sahan 

Yes, technically there are methods for sharing content via email with people who don't have access to see the content through Jira.

However, I think you should be giving careful consideration to why you need to share content with somebody who doesn't have access to Jira. Why can you not give them access to Jira. It seems to me that if the user does not have access to Jira then sharing content with them could be considered a security risk or violation.

[Murat Sahan]

Hi Trudy! 

Apologies I must have explained badly, but the people have access to Jira but they must not see the other tickets in this project, only the ones that are specifically shared to them by a manager. 

And the project is setup so that for most users involved they can only see the ticket they created. A few people are allowed to see all the tickets in the project and sometimes they need to have feedback from others than the one who created the ticket. 

[Trudy Claspill]

Hello @Murat Sahan 

Thank you for that additional information.

What is the Type of the project in use? Get that information from the Type column on the View All Projects page under the Projects menu/navigation.

Based on your statement:

And the project is setup so that for most users involved they can only see the ticket they created. A few people are allowed to see all the tickets in the project and sometimes they need to have feedback from others than the one who created the ticket. 

...it sounds like you have some sort of issue security configuration.

If you are working with a Company Managed project and using an Issue Security Scheme with Security Levels, then you can

1. Use a multiple User Picker field in the issues, such as Watchers or a new custom multiple User Picker field you add, to identify the people with whom the issue should be shared.

2. Adjust the Security Level configuration to add that User Picker field to each level so that those are also accessible to the users with whom an issue has been shared.

[Murat Sahan]

Hi @Trudy Claspill and again thanks for your input.

It is a company managed kanban project. 

The way we "solved" the matter regarding seeing tickets was by removing the browse rights for anyone except Jira Admins and Creators and seems to work well. 

I will try your suggestion regarding using the Issue security scheme. 

Best Regards

Murat

[Andrea Rákosfalvy]

Hi @Murat Sahan

I am from the META-INF support team and our Email This Issue application would be a suitable tool if you are open to using third-party applications.

For this specific usecase, I would recommend manual emails, where B can send an email to C from the ticket - with a template they can specify what information should be added by default (ie description, specific field information, variety of comments) and compose an ad-hoc email in which they can also insert only specific comments from the screen.

An email recipient does not have to be a Jira user; you can specify an external email address as well.

For increased security, you can:

• Use Recipient Restrictions for setting up regular expressions for allowing or blocking certain recipients, for example only allow recipient email addresses that are from specific company domains (any email address can be entered, but will be removed before sending the email if it does not match the regular expression)
• Limit who can send a manual email with the manual email sending permissions which can be set on the permission scheme of the project. This will limit both who the sender can be and what project(s) manual emails can be sent from.

If this sounds interesting, you can set up a 30-day trial and if you have any questions about the app, or run into issues with configuration, reach out to our support team and we'd be happy to help.

Wishing you a joyful and prosperous New Year!

Kind Regards,
Andrea
META-INF Support

[Murat Sahan]

Hi Thanks for your answer, however at the moment we are looking for a solution that would not cost us as much as this would only be used by about 4-7 people and the cost would could be a hindrance. Although I will keep your suggestion in case we cant find another way.