Access of customers to only some components

Question

Hello,

would it be possible to restrict the access to other tickets from other customers via the organizations?

For example:

A demand of a new project for us is that some people would use our Jira Service Desk to edit tickets with a specific component and that they only see those tickets with that specific component. Just in case we (the owner of the service desk) can be contacted to help (maybe via Collaborators?)

Or do we then have to create those users as users in our service desk? And is it then possible to only give them access to some specific tickets? Or do we have to create a new project with a new Team Group with those members so that they would only see those tickets?

I hope you understood our usecase. Please do not hesitate to ask.

I am looking forward to hearing from some people.

Iris Studeny · Answer

Hi @Kris Dewachter ,

thank you very much for your response and all that information and the link to that page.

Kind regards,

Iris

Kris Dewachter · Answer

Hi @Iris Studeny ,

If they need to be able to edit, comment and transition tickets, they would indeed need to have a paid "agent" license.

When you set a component on a trigger, you can trigger an automation rule that sets the issue security on that issue. With issue security, you can define for each individual ticket, who has access to it.

For more information see this page https://support.atlassian.com/jira-cloud-administration/docs/configure-issue-security-schemes/

Best regards,

Kris

Iris Studeny · Answer

Hi @Kris Dewachter

thank you for the reply and the answer.

That is our question which would work here for us. They should edit tickets, answer and close them.. so I think we have to create them as agents I see?

We then have to create those agents and that would have consequences to our license or? So we would have to pay for those users (agents)?

By that: "If they work as agents, I would suggest implementing issue security"

You mean to restrict their account so that they would only see tickets with a specific component? In this case we would have to set the component first in order that they could see those tickets?

Kind regards,

Iris