Can we differentiate request visibility between managers and staff in the same organisation?

Question

Example, Joe and Mary both work for Customer ABC. Joe is a manager, so i want him to be able to view his own requests, along with requests created by anyone else from Customer ABC. Mary is a standard employee, so i want her to be able to see only her own requests.

PhilSpo · Answer

Hello Nielsen,

It seems i didnt understand you original question. I thought you were talking about Jira users having access to browse issues in projects.

Are you talking about Servicedesk Customers?

So the only thing you can do is get the manager to change the flag from 'Share' to 'Private' when logging a ticket.

That way everything Private will only be seen by Joe and everything shared will be seen by Joe and Mary.

Phil

Nielsen_upj9l8 · Answer

Hi Phil,

I am trying this out right now. However, when I try to create groups, customer accounts do not appear on the list of people that I can add. Does this mean, I need to invite the customer 'manager' into my jira service desk account so I can modify their browse issues permissions? This would mean that I need to give them jira license as well?

did i get this right?

TIA

Nielsen_upj9l8 · Answer

Hi Phil,

I am trying this out right now. However, when I try to create groups, customer accounts do not appear on the list of people that I can add. Does this mean, I need to invite the customer 'manager' into my jira service desk account so I can modify their browse issues permissions? This would mean that I need to give them jira license as well?

did i get this right?

TIA!