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Jira service desk agent permissions

Robert Cuellari

In Jira core it's possible to have user permissions access restricted to specific projects and other features.

I'm hoping to understand the possibility with Jira Service Desk.

If I wanted to create a user (so they can obtain an API key) and restrict them to only have access to a subset of tickets (based on a custom field value), would this be possible? (in Jira Service Desk, not Jira Core)

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Dirk Ronsmans

Hi @Robert Cuellari ,

If you want them to have access to only specific issues within a project (you can of course restrict their access to only specific projects just like in Core) you can use a feature called issue level security.

Based on a security level (available on all cloud plans except Free) they will be blocked to see issues if they don't belong to that specific security level.

You could use that custom field value if you want to run some automations and set the correct level but that depends on the whole use case.

https://support.atlassian.com/jira-cloud-administration/docs/configure-issue-security-schemes/

Robert Cuellari

Thanks @Dirk Ronsmans for the quick feedback.

This doesn't feel very intuitive for me. There's a few follow up questions I have.

In the issue security scheme I can select a custom field, but not an explicit value for a given custom field.
When I go into set security issue in the edit permissions schemes I can add something like "Group Custom Field Value", but what does this actually do? I am not able to select a value for the custom field.

This doesn't make much sense to me.

I'm hoping to achieve the following.

In Jira service desk there is an Organizations field. I would like to create a Jira user who only has access to the tickets where Organizations field value = (and their value here).

Is it possible to do this? It doesn't look like issue security scheme and permission schemes can meet this requirement, unless if I'm horribly misunderstanding the user interfaces.

-Rob

Dirk Ronsmans

Hey @Robert Cuellari ,

With a permissions scheme you cannot achieve this that's just a high level permission.

With the issue level security you can do this but you'll have to do some more action than just saying "organization = value"

What you would do is:

create a security scheme
Assign one or more levels to it. This level basically defines "if I set this security level on the issue, this person/group can see it"
Build an automation that based on the organization field will set the correct issue security level.

You can make it more dynamic by linking the security level (in your scheme) to a custom group field so you only need one level and base "who" can see it based on custom field.

Setting the level on the issue itself can be a manual action or through an automation.

It's not as straight forward as you had hoped but I'm afraid (at least what I can think of) is the only solution to really restrict visibility

Robert Cuellari

Thank you. I'll have to dig into this more, but it feels overly complicated. I also want to make sure that none of these issue level securities will impact all other service desk tickets from other customers. Intuitively, it doesn't feel like I can ensure this without some automation (outside of what can be configured). Am I correct in this assumption?

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