Giving permission to spesific user to show quee or tickets in the queue. Is it possible ?

unknown

Hello folks!

I have one question about JSM Queues.
Can we permit some users, to only specific user can see only the queue or tickets in the queue ?

For example :

We have 4 queues. For example A, B, C, and D.
There are 2 managers. Only the manager must see and tickets in the queue "D"

It's confusing because every technician can see all open tickets.
Can we configure this? Is a specific request type only showable to the specific user ?

Valerie Knapp_dpp5c6

Hi @[deleted], thanks for your question.

You could use an Issue Security Scheme to achieve this.

You would need to set up two Issue Security levels, one which is open / viewable to the service desk team who need to be able to work on the tickets in the A, B and C queues.

Then, you can set up an Issue Security level which is restricted to a smaller group of users.

How the Issue Security Scheme works is that you can have a default level, and then you could also implement an automation if you know already which tickets will go into the D queue to say, whenever a ticket like this is opened, update the Security Level to Limited, so that only the people who should be able to see it can.

Configure issue security schemes | Atlassian Support

I have included the documentation here for how to set up an Issue Security Scheme but if you have more questions, please let us know.

Cheers