nav[aria-label="Primary Navigation"] { padding: 0; & ul { list-style: none; width: 100%; display: flex; flex-direction: row; justify-content: start; align-items: start; gap: 30px; padding: 0; & li { margin: 0; } & ul li { list-style: none; } } }

Service Desk shareable with other team

Richard Morgan_jbt2gf

I run a service desk for our IT team and I was wondering if the following is possible. We have several requests that come through to us but are then passed on to another team. We don't want to make that team part of our service desk, but would like them to access the issues that are relevant to them - i.e. only see one of our queues. Is that a possibility?

Accepted answers

Alex Koxaras -Relational-

Hi @Richard Morgan

Queues restrictions are not possible. Not in that specific sense.

However you could apply an issue security scheme with certain security levels so as to distinguish which issue your team can view, and which issue can be viewed by the other team member
Set the corresponding security levels to all issues
Now, you could create a new queue just for them, but this could possible be obsolete, since they will be able to view only the issues with the specific security level.

All comments

Alex Koxaras -Relational-

Hi @Richard Morgan

Queues restrictions are not possible. Not in that specific sense.

However you could apply an issue security scheme with certain security levels so as to distinguish which issue your team can view, and which issue can be viewed by the other team member
Set the corresponding security levels to all issues
Now, you could create a new queue just for them, but this could possible be obsolete, since they will be able to view only the issues with the specific security level.

Hope the above helps!

Richard Morgan_jbt2gf

@Alex Koxaras -Relational- Thanks for this. I am struggling through it. I created an issue security level for anyone in the new group. I created a queue for them, but am still unsure how to apply that security level just to that queue so that new group can only see that queue.

Alex Koxaras -Relational-

You don't apply the security level on the queue. You apply it on issue types via workflow (or jira automation). E.g.

When you create an issue of type "Task" (which you use to create a specific request type)
Apply this specific security level
Then you have to find the way to change that security level to another one, which will satisfy your condition. E.g. you transition the issue to 2nd level support (meaning you pass it to the other team), and via that specific transition you apply the second level, which grants issue visibility to the second team.

Richard Morgan_jbt2gf

@Alex Koxaras -Relational- OK, understood. But how do I apply a security level to an issue type? It is not straightforward any of this.

Welcome!

It looks like you're new here. Sign in or register to get started.

Quick Links

Find more posts tagged with

cloud

jira-service-desk

jira-service-management-cloud

jira-service-management