Jira Service Management Access Restrictions

Swaroop Kumar

Hi Team, 

I request help on a couple of items here:

1. Access restriction on ticket queues: I have two teams that live in the same JSM project. However, they would like Team A to view & action on tickets assigned only to them. Team B should not have access to view the tickets in Team A queue. The same requirement is for Team B as well. Is this possible? I was able to create separate queues for both these teams, but couldn't find a way to restrict their view access.
2. Is there a possibility to add more than one custom email to a JSM project?

Brant Schroeder

@Swaroop Kumar 

For question number one you would need to set up issue security.  https://confluence.atlassian.com/servicedeskcloud/configuring-issue-level-security-1097176572.html 

For number two you can only have one incoming email address per service management project.  

I would suggest building out your portal and having customers submit their issues there.  This will also allow you to set the issue security when the issue is submitted.