I have users, who want to see tickets created by a department without using an org

Question

I have a small handful of users on a project, that want to see tickets created by their department, without the use of orgs. they dont want to use orgs because it gives anyone in that org visibility over the tickets it is tagged in. Ideally they want to go to the dashboard, and see tickets created from their dept, and navigate from there.

Esther Strom · Answer

Hi, @Amy Conley - welcome to the Community! Thanks for the clarification.

I don't think just a filter is going to give you what you want. A filter is a search result; you can create a search that only shows certain tickets, but that doesn't prevent anyone in the system from finding those tickets through their own search. If when you say certain tickets are confidential you mean there's truly sensitive info that other Jira users should not be able to see, the only way to accomplish that is with issue security schemes, as mentioned - you have prevent a user other than your department manager from being able to see the contents of a ticket, even if they have a direct link to it.

The way I would go about it is to use both of my suggestions - add a department field for your customers to fill out (unless you have some other field that can be intrinsically tied to department); create a service desk queue based on that field; turn on issue security schemes.

Amy Conley · Answer

Hi Esther,

Thank you for the insight. To clarify we have a department manager who is in jira as a user who wants to see all of the tickets entered from customers in her department. in the past they were all built into one organization but that is not working due to the fact anyone in the organization can see tickets entered (some are confidential).

Ultimately we are looking for help on how to build a filter to show the user their tickets from the customers in their department without having to manually add every name every time the filter is run.

Esther Strom · Answer

Hi, @robert cortez . Is this just for convenience (i.e. users only want to deal with tickets for their own department), or are there security implications (users should not be allowed to see tickets for other departments)? And are you referring to your licensed service desk agents, or to customers in the portal view?

If it's just for convenience and this is your licensed agents you're talking about, add a custom Department field to your request type and underlying issue type to be filled out by the customer, then create queues and/or filters and dashboards based on department.

If it's a security issue, that's more difficult. Orgs are meant to prevent service desk customers from seeing things that haven't been shared with them by using the organization field. It doesn't have any effect on licensed service desk agents, so you'd need to look into issue security schemes.

If you're asking if customers can see tickets in the portal view in a way other than what's been shared with an organization they're in, to the best of my knowledge that's not possible. The portal view is not configurable in that way; you either see only the tickets you've submitted (if there are no orgs), or the tickets that you've submitted and tickets submitted by others in your org.