Allow users to set issue security level they cannot see?

Question

So here is what I am trying to do.  I have setup a Cloud Service Desk project for our payroll team.  They have two tiers of support tier 1 and tier 2.  I have two groups tier 1 and tier 2 of users.  I have set the group tier 1 with access to security level tier 1 issues which is default and tier 2 group has access to both tier 1 and tier 2 security levels.  I have set up queues for both tier 1 and tier 2 that only show tickets based off the level.

The idea was that issues come in as tier 1 then group tier 1 reviews any issues and if they need escalation to tier 2 then they change the security level to tier 2 and it then shows in queues for the tier 2 group.  There is also some automation rules that change security level to tier 2 based off a custom category field.  Sensitive issues created in certain categories are automatically tier 2.

However, tier 1 cannot change a security level to tier 2?  After looking at the documentation I assume that it is not possible to set a group to only be able to change to a certain security level that is cannot see?

Workaround would be to create an issue type of tier 2 they can change it to which would then use automation to change the security level?

Dirk Ronsmans · Answer

FYI @[deleted]you can always vote and watch the issue!

https://jira.atlassian.com/browse/JRACLOUD-75457

Dirk Ronsmans · Answer

I indeed tried this on my instance and this just seems backwards, I feel like a user should see all security levels when setting once set of course the issue should be gone unless you have the correct security level.

I've launched it as a support ticket and will see what they respond :)

unknown · Answer

Hi Liam, I had the same thought actually.  I did a workaround with a custom field and automation to check when that field was edited and change the security level to match.

It works but it seems odd that there is already a dropdown to change the security level of an issue but no way to set permissions to that dropdown that would allow people to see and set it but not see the tickets related to it.