Assign issue to user which is not an agent.

Question

Hi,

I am currently setting up an HR project to manage onboarding and offboarding. To onboard a new employee are request is raised via the portal. Upon this request follow-up action (sub-tasks) are create, for example ordering a new laptop. So I want to be able to assign this specific sub-task to the person who is responsible for ordering IT equipment.

Since we want to keep the HR project a closed environment only for the HR managers since it will in future also contain classified information. So how to assign this sub-task to a person without giving access to the entire project?

Thanks.

Mario GELES · Answer

Hi @Rob Peters

For what I know people that are not agent in the project (role Service Desk Team) can't do some actions on the issues.

You can modify permissions but it will apply to all the project and non some specifics issues only.

I think the best way to ensure your HR project confidentiality is to be sure non HR user don't have access to this project.

* If your HR team need to see everything that is done on the subtasks the better I think is to copy the subtask in the project of the people that have actions to do + an automation to copy every actions.
* If your HR team just need to know the status, the better is to directly create the subtask in the project of the people that have actions to do + link this issue with the HR onboarding issue
* If people that have actions to do are not JSM agent (so non licensed user) then you should add them as "request participant" in the subtask. It will allow them to keep track of this subtask with notifications and to comment but HR would have to do actions like status change and answer to the client.

As you have a lot of subtasks it would take time to set the automation(s) right but it's the best way to ensure HR confidentiality

Rob Peters · Answer

Hi @Mario GELES

Thank you for your reply.

The thing is that I have quite a lot of sub-tasks that needs to be done by many different people (none HR people).

I would have expected or hoped that I could assign a issue to a specific person (none HR) and that person get access to that specific issue only or will be accessible via the portal.

But I have to think about the solution you suggested.

Thanks.

Mario GELES · Answer

Hi @Rob Peters

I think the best way is to set up an automation that will copy this subtask in another project (creating a new issue there). If you have a specific project for ordering and managing IT equipement it would be perfect.

And you can also with an automation copy every comment, every status change etc in order to have the informations of the copy issue in the original subtask without human intervention.