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Restricting issue access for an employee of an organization in the portal

Felix Kruszinski

We have created several organizations in JSM and assigned all employees to their respective organizations. Is there a way to restrict a specific employee’s access in the portal?

So far, all employees within an organization can see all tickets created by that organization. The requirement would be, for example, that only the IT manager of the organization should be able to see all tickets.

Our problem is that not every employee should be able to see, for instance, the CEO’s tickets due to data protection reasons.

We have already disabled the notification function that sends an email to every employee when a ticket is created in the organization.

So far, I could only find information stating that this is not possible.

Accepted answers

Marc -Devoteam-

Hi @Felix Kruszinski

Welcome to the community.

Issue Security can provide a solution for you.

create-security-levels-for-issues

In relation to setting this up create an automation rule or rules, that will set issue level based on the customer creating the request.

This is not doable with the organization settings

All comments

Marc -Devoteam-

Hi @Felix Kruszinski

Welcome to the community.

Issue Security can provide a solution for you.

create-security-levels-for-issues

In relation to setting this up create an automation rule or rules, that will set issue level based on the customer creating the request.

This is not doable with the organization settings

Felix Kruszinski

Hey Marc

Thanks for your answers. Security Levels aren't working with the Organizations.

We have IT Responsibles who wanne see all Tickets, but Employees only there own. In this Configuration Security Level is nonsense.

While also unassign Customers from there Organization means, that we have no PrimaryKey and they disappear as ASSET from this Organization, cant assign there CI, etc.

So how it is possible, that we have Users assigned a Organization, also there Devices from the CMDB from SACM for Assetmanagement, for that we bought Jira Premium.

Also if Users from Company X are not assigned any Organization and some failure is in Workflows and/or Security Levels, they can see Tickets from any other User from Company Z. Security? Save of sensible Data?

Thanks
Felix and Rene - who are really scarred and wondering about this functionality in a ITSM (Smax and Servicenow having this Option...)

Marc -Devoteam-

Hi @Felix Kruszinski

So JSM just doesn't have this option.

But your statement,

"Also if Users from Company X are not assigned any Organization and some failure is in Workflows and/or Security Levels, they can see Tickets from any other User from Company Z. Security? Save of sensible Data?"

Applies in any application, if certain information is not set on a ticket, workflows, automations, etc.. will not fix this.

As this point you describe

"Our problem is that not every employee should be able to see, for instance, the CEO’s tickets due to data protection reasons."

in fact is a Must Have functionality based on Risk, I wonder why JSM came up as a solution, as setting view restrictions on the portal based on a user position is not a functionality JSM processes?

Marc -Devoteam-

https://jira.atlassian.com/browse/JSDCLOUD-13159

https://jira.atlassian.com/browse/JSDCLOUD-11764

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