Add in Developer Support engineers as an additional role in JSM

Question

Hi all,

Hopefully someone else has solved the same problem we're facing with JSM.

We want a bunch of internal Support Engineers to only see, manage, resolve and close a specific client's/project's support tickets, and not the whole Service Desk (all clients).  Is there a way to restrict what these engineers see, or a way to add in an additional Role to achieve the same?

Thanks for your help.

Kris Dewachter · Answer

Hi @olan.deboer ,

If you want to limit access to a specific project, you need to make changes to the "Permission Scheme" of that project. This scheme defines which User, Usergroup or Project Role has the permission to see, edit, transition, .... ALL issues in a specific project.

For more information on permission schemes, have a look at this documentation : https://support.atlassian.com/jira-cloud-administration/docs/manage-project-permissions/

If you want to limit the access to specific tickets within a project, you have to setup an Issue Security Scheme.

For more information on Issue Security schemes, have a look at this documentation https://support.atlassian.com/jira-cloud-administration/docs/configure-issue-security-schemes/

I hope this helps.

Best regards,

Kris

olan.deboer · Answer

Thanks @Kris Dewachter ... basically we have two teams, the Ops Support team who manage the JSM instance and conduct the initial triage, they are our Agents, and they can see every customer and project's tickets ... we also have Dev Support engineers who support a specific customer/code base and who only need access to their customer / project that they're responsible for.  How do we give them access to only their project?  ... and is there a way we can create an additional Role within JSM and assign these engineers only 1 customer/projects' tickets?

Kris Dewachter · Answer

Hi @olan.deboer ,

Just to clearify ....

Are these clients/project support ticket all located in the same JSM project ?

So you want some agents to only see certain tickets of a specific JSM project. And not all tickets.

If that is the case, then you will have to use "Issue Security" to define which role is able to access which tickets.

Best regards,

Kris