Optimizing Jira Service Management Workflow for Specific Request Types

Question

Hello, a new person joined our team today. I added him to Jira Service Management (JSM), and so far, everything is fine. However, this new user only needs to handle the work related to a specific request type that will be opened starting from today.

Since I couldn’t manage this directly with permissions, I came up with the following method:

I opened a new JSM board and mirrored all the X request type issues from the main JSM board to this new board. I used automation to achieve this.

I then added the new person to this board. However, this approach made it difficult to sync comments and other features one-to-one, and I couldn’t make it work as expected.

How can I resolve this?

Onur Onal · Answer

Now i'm trying with permission method. I will back.

František Špaček _MoroSystems_ · Answer

Hi, sorry for mismatching your name, thats what this app gives me when using mentions (after hitting @).. :-)

But back to the topic - I would probably suggest using issue security levels. Just create a single security level, that will only include customers and rest of your old team. Then create an automation, that will set the issue security, when new request, that cannot be seen by this single preson, is created. This will ensure all other request types will stay hidden, while at the same time, rest of the team will see all the requests. Thanks to this, you can have same queues, boards and everything for everybody, as the permission to see the issue will be attached to each issues separately.

Here is the doc for it: https://support.atlassian.com/jira-cloud-administration/docs/configure-issue-security-schemes/

Onur Onal · Answer

Also, I'm Onur Onal. Not Onur Onur. :)