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Hiding visibility of certain tasks in a project from a customer ( user)

Zeker Nazari_lkyxb0

We are about to open up the interface for our customers, so they themselves can create an incident (support ticket). However, we were wondering if it is possible for us to create some tasks under a specific customer, which are only visible for our internal team. Meaning, we would like to restrict visibility of some tasks for some customers, but internally we would like those to be visible and counted within statistics.

Accepted answers

Ignacio Vera

Hi @Zeker Nazari

I don't understand if your going to use JSM or Jira. But if you use JSM, internal tickets are not visible by customers. You can even comment internally tickets that are shared with customers. If you are planning to use Jira and users (customers) have complete access to the project, you can use a security scheme for certain issuetypes that you want to keep secret

Tomislav Sablic_5hy18z

Hello,

You can use Issue Security Schemes, so that you can define levels like:

Visible to customer
Internal only

You could apply security level "Internal only" to the internal tasks and customers won’t see those tasks in the portal, only your agents will.

All comments

Ignacio Vera

Hi @Zeker Nazari

Tomislav Sablic_5hy18z

Hello,

You can use Issue Security Schemes, so that you can define levels like:

Visible to customer
Internal only

You could apply security level "Internal only" to the internal tasks and customers won’t see those tasks in the portal, only your agents will.

Zeker Nazari_lkyxb0

Thank you for the reply. We are not using Jira service management, we use Jira. Is there a guide for how to implement security schemes, if yes where can I find it? A follow up question: If security schemes are applied on some issuetypes, will those issuetypes be counted available when looking at reports/statistics/dashboards in Jira?

Zeker Nazari_lkyxb0

Thanks for your reply. I'll try to elaborate:

We have customer X.

Usually we have several projects with a customer, and a project has tasks.

This customer currently has the follwoing on-going tasks in project Y with us:
1A , 2B, 3C, 4D.

I would like our company to have full view of all projects and the corelated tasks.

However, for customer X I only want Task 1A, 2B and 3C to visible from project Y.

It is important that those tasks that are restricted, they are not removed from statistical counts for the dashboard and other overview diagrams.

Do you think this is possible?

Tomislav Sablic_5hy18z

You can use Issue Security and restrict it only for the set of people/groups you want.

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