How to set up security on an issue type and/or request type basis

Andrea Landwehr

We launched a service desk project for our company. We have a set of request types for creating and editing user accounts. Sometimes the information entered is sensitive and we don't want all of our agents able to see the queue or the tickets related. I was doing some reading on some sort of issue security scheme thing, but I don't understand it. 

Could someone help me understand how I could secure these types of tickets? 

Kian Stack Mumo Systems

Hey Andrea, 

Are you looking for all tickets of that specific type to be restricted? If so, you can use issue security levels on those specific request types. It essentially adds another layer of permissions on top of the already existing "Browse Project" permissions. 

Here's how it works: 

Type the "." button to pop up the administration searcher and type in "Issue Security Schemes".

Add a new scheme. 

Inside of the scheme, add new security levels. In each security level, you can define WHO will have the permissions to see that ticket if this security level is set. You could have one security level that is open to all of your agents if you decide a ticket doesn't need to be secure.

Navigate to your service desk project. Add the Issue security scheme to your project. 

 

Make sure that you have added the field "Security Levels" to the create screen that belongs to the issue type backing the request you want to set security on. 

In my case, I am trying to make all the requests of type "Private Request" restricted to only project role admins. So I need to make sure that Security level is on the create screen for the "Support" issue type. 

Once you ensure that the Security level field is on your screen, click the "Edit fields" button and add "Security Level". You'll need to set a value for the field since you cannot allow customers to set the security level. 

This will allow certain request types to come in with a restricted set of permissions. If the tickets do not need to be secure, you can always open them back up 

Does this make sense? 

Thanks!

Kian