Specific user can react and see ticket from a user that is part of a group

Question

Dear,

Example:

- Paul is the district manager for people working in a certain area (we call it : Area 1)

- i have created a group in Jira Service Management called : Area 1

- SHOP 1, 2 and 3 are part of the group "AREA1"

What I want ?

As seen paul is the distric manager of this group, I want to allow to him to :

- Watch / create / modify his own tickets

- Give him the autorization to view the list of tickets that have been created by one of the members of the group AREA1 and also give him the possibility to watch / create / modify a ticket created by a member of this group AREA1

- it is not the purpose that Paul gives support for the ticket ... he should stay a customer user.

Also:

People of the service desk should be able to give support to that tickets

Thank you in advance for your support.

Kind regards,

Joffrey

Melo_45tw58 · Answer

Hi Joffrey,

Yes, that can be complicated. As far as I know, you can't set this type of hierarchy with out-of-the-box JSM organizations.

For users to modify the issues directly, you'd probably require them to be agents, which would probably require some thinking around permissions (which requests they can see or not).

If you're using Proforma (Atlassian app for JSM forms), editing requests can be more straightforward since you can leave the form open when requests are created.

I hope that helps you a little bit.

Thanks,

Melo

Joffrey Grambras · Answer

Hummm Melo,

Thank you for your reaction.

If I can name the first organization : AREA1 and put all shop member from the area1 it would be great but ... what about assigning a kind of "organization leader" to that organization.

A concret example can be ;

- you Melo are a SHOP manager

- You want an overview of the tickets that have been created by your exmployee and also be able to see your own tickets.

So you Melo would be the "organization leader" and the employees "the members of that organization"

My question is :

- how can i manage this ? put all people in the organization "A" and set a kind of leader that can be able to create / modify / react on a ticket created by one or more members of that organization "A"

I hope my explaination is more detailled...

Melo_45tw58 · Answer

Hi Joffrey,

Besides editing requests, what you're asking seems very similar to the JSM Organizations.

https://support.atlassian.com/jira-service-management-cloud/docs/add-a-customer-to-an-organization/

Have you tried it?

Let me know if that is what you're looking for.

Cheers,

Melo