Restrict which users can view the ServiceDesk

Question

Hi,

We have customers in some internal projects who are currently registered as full users. So they are using Service Licenses.

On the other site we have a ServiceDesk for other customers.

Our problem now is that the customers who are part of internal projects can see what the customers create from the service portal for tickets.

Is there a way to prevent users (with a software license) from seeing tickets from the ServiceDesk?

John Funk · Answer

See this feature request also:

https://jira.atlassian.com/browse/JRACLOUD-73964?jql=%20summary%20~%20%22Your%20work%22%20and%20statusCategory%20%20!%3D%20Done

Chris Wiedenmaier · Answer

Thanks for the quick reply, John. Unfortunately that didn't help.
Users can see the ticket in their overview
https://XXXXXXX.atlassian.net/jira/your-work

If they click on the ticket, they don't have access- which is fine.

My problem ist, that i don't want to show the ticket in the "my work"- overview either.

Only Service Agent's should see this...

John Funk · Answer

Hi Chris - Take a look at this article and see if it helps you solve the issue:

https://confluence.atlassian.com/jirakb/how-to-manage-access-to-your-jira-service-desk-cloud-967872675.html#HowtomanageaccesstoyourJiraServiceDeskCloud-Choosewhocustomerscansharerequestswith