Service Agent Permissions and Issue Field Mapping to that Agent

Question

Hi All,

Here's my capability gap and I'm interested in how best to solve this.

We have an application as part of a specific issue type. I need the following thins to happen when an application is submitted thru the portal.

1. Application is assigned to a Specific JSM Agent based on email/username in a "To do" Status.
2. That application is air gapped from other agents i.e. they cannot view the issue or the application. 
3. That agent can only view their applications and do not have the permissions to see any others.

The agents belong to different organizations under the same contract. The client does not want any aspect of the applicant viewable to service agents, but wants a program manager to be able to look at all applications in any status.

Thanks a ton for your assistance!

Joseph Chung Yin · Answer

@Quin Peek

Welcome to the Community.  In addition to what @Benjamin suggested.  Can you also defined what you meant by "Application"?  In addition, are you hosting this special issue types via the same JSM project?

To control the issue visibility, the recommended route will be to setup Issue Security Configuration for JSM -  Take a look at the following reference pages

https://confluence.atlassian.com/servicedeskcloud/configuring-issue-level-security-1097176572.html#:~:text=Locate%20the%20permission%20scheme%20you,then%20click%20Add%20Security%20Level.

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

Lastly, how is the request assignment to a specific agent as related to the "To Do" workflow status.

Please advise.

Best, Joseph Chung Yin

Benjamin_tmh9yg · Answer

Hi @Quin Peek ,

You'll need a configure a couple of features to put together a solution for your requirements.

1. When an application is submitted to the portal, it seems like you have mapped it to a specific issue type. What you can do is default the assignee through the request type configuration. The other option is that you can configure an automatic so whenever this issue type is created with a condition that it needs to be in To Do status, the assignee will be this particular agent.

2. In order for no other agents to see the ticket, you will need to configure issue security schemes. You will need to create a security scheme where only the assignee and whomever else can see it. Then set it to that security level. Also, you'll need to put the security level field on the screen to allow configuration. So, lets says application A is assign to Agent A, only agent A can see it and no one else.

This is like a jumping off point to get started. Now, your requirements may change or get more involved. However, those are the features to explore and adjust as needed to accomplish your needs. All the best.