Allowing agents access to only certain tickets?

Question

I'm trying to created tiers of access to tickets, but can't seem to figure out how to do it correctly. For example, I would like to some how configure tier 3 agents to only be able to view tickets where the tier field is tier 3 (and the same for tiers 1 and 2). If anyone knows how this can be done, I would appreciate any guidance.

Joseph Chung Yin · Answer

@Brady Buttrey -

I agreed with @Trudy P Claspill stated.  NOTE - By default in the project's permission scheme only allows Administrators role members with the ability with the "Set Issue Security" permission, so your automation rule actor must have that right.

You don't have to give the automation rule actor with the Administrators role assignment if you don't want to.  If so, you will need to take a copy of the existing permission scheme and create a custom permission scheme which call out the actor with the "Set Issue Security" permission in addition to the default Administrator rule assignment.

In our envs, we have both Cloud and On-prems (DC), Security Level can be set via Edit Issue action in DC.  Example in DC -

The key will be how you setup your Issue Security Scheme configuration and if it done properly, it works very well.  Last thing, if the original issue assignee is not called out in the specific level which will be assigned to the issues after the "tier" field is updated, you will need to remember to set the issue's assignee to the correct agent(s) who is called out in the security level assigned to the issue via automation rule.

Hope this also helps.

Best, Joseph

Trudy P Claspill · Answer

You are correct. Issue Security allows you to specify who can see the issue but does not itself provide a method to specify which security level should be applied to an issue based in that issue's data.

I know it is possible to set the Issue Security Level through Automation in Jira Cloud, but I don't know if it is possible through Automation in Jira Server/DC. The article on how to do it in Cloud is here:

https://confluence.atlassian.com/automationkb/automation-set-issue-security-level-via-automation-for-jira-1272383609.html

I think one difference is that in Cloud there is a generic Automation for Jira user, and that doesn't exist in Jira DC. So I think the actor for your rule would need to be in all Security Levels.

Brady Buttrey · Answer

Maybe I am mistaken, but this doesn't seem like it will allow for a field to move it to a certain issue security. Could that be done through an automation? For example, an issue gets marked as tier 3, then an automation moves it into the issue security level for tier 3.