How to set the Issue security based on the groups?

Question

Hello Team,

We have set the issue security based on the organization in our instance.

So, whenever an issue is raised from the portal it directly gets assigned to the Invoice Team. When the organization is selected the issue security level is automatically assigned based on the automation we have set. So that the people who are in the invoice team will be able to see the tickets based on the security level. Till now it's fine.

When the change the group to Inventory in the issue, still the person will be able to see the ticket although he is not part of the Inventory group.

How can we set this that the people belong to the respective groups only should be able to see the tickets. Team Invoice should be able to see only invoice group tickets and Inventory group should see only inventory group tickets.

Any suggestions will be helpful.

Thanks,

Vishal_p33pdz · Answer

Hi @Jakeer

Sorry, I did not get you, how are two users getting assigned to one request ? Assignee can be only one user, unless you have created custom field & adopted that into notification scheme as well.

If you are just trying to assign the request to single user then use automation based on the field value change, for example below I have users reporters team. You can also set security level based on the same field. Similarly, you can choose any field & monitor it via similar automation. Just make necessary change in the automation & it should do the job for you.

Hope it helps.

Jakeer · Answer

Hello @Vishal,

Thank you for providing the reference article. I have already tried those steps, Issues which were created are getting assigned based on the Organization. However, I need help to get the issues assigned based on assignee group.

For an example: I have created 2 Assignee group such as Development and Reporting and added 2 users "X" and "Y" who has been assigned with each Assignee group under user's role and they should get issue assigned based on it. "X" should get Development request and "Y" should get reporting request.

Whenever I create an issue both Development and Reporting requests are getting assigned to X vice versa with Y. wherein I need them to get issue based on the Assignee group which has been set.

Any suggestion would help.

Thanks,

Vishal_p33pdz · Answer

Hi @Jakeer

Check this article which explains how to configure issue security.

Hope it helps.