Can I set permissions for agents so that they can see only the tickets from some organizations?

Question

Hi,

I am facing a situation where I have multiple organizations set up in Service Desk and I have to work with internal and external agents so that we can keep up with all the work.

Can I set up any kind or restrictions so that the external agents don't see all the tickets submitted by other organizations? Can you please tell me if there are other workarounds?

Thank you!

robert Mugabuhamye · Answer

don't forget to give "Service Desk Customer - Portal Access" accessibility to the security level. if not , after creation, the issue might become invisible to them

robert Mugabuhamye · Answer

hello @Ana-Maria Manea

You can try using issue security level and set multiple level depending on your organizations.

An internal level that is only available for your internal agents and the external for external agents.

https://confluence.atlassian.com/adminjiraserver/configuring-issue-level-security-938847117.html

hope it will help.

Jim Schwilk · Answer

This would be very valuable actually.  I am interested in this answer too.  Kind of like skill based routing in the telco world.