JSM - Developer escalations

Mélanie Liguet

Hi, 

If I activate the "Developer escalations" functionality this allows people who have the "service desk team" project role to collaborate on tickets.

My problem is that they have access to all the project cards in reading mode.
Some cards may be confidential

Is it possible that the project role "service desk team" only sees the escalated cards?

 

Regards,

Patrick Tripodi_5345va

Hi Melanie, 

You might want to look into Issue Level Security and you can restrict tickets to certain groups or project roles. 

For example, you can have the default lock all tickets to only your JSM agents (or certain users/groups). Depending on how your escalation works, for example if its a status in the workflow, automation can remove the security level all together opening it up to your "Service Desk Team" project role. They can also remove the security level manually by clicking the lock.

https://support.atlassian.com/jira-cloud-administration/docs/configure-issue-security-schemes/

Cheers,

Patrick Tripodi
GLiNTECH