Service Desk Permissions

Steve Motola1

We are using JIRA to intake requests to manage an editorial calendar.

1. A submitter through Service Desk should be able to see ONLY their own issues.

2. Ideally I'd like to create a group that several submitters can be a part of. Any submitter that is part of this group can see the issues of anyone else in that group. They must not be able to see issues for any other group or submitter that is not part of this group.

Role = Submitter

Groups = CompanyA, CompanyB, etc.

Can this functionality be accomplished in out of the box JIRA/SD?

3. A user that is part of ServiceDesk can still login to the normal JIRA interface. Is there a way to prevent or limit this?

Are there plugins that may help address this better? This would be a major decision point that would push us from OnDemand into OnPremise.

Albeit 1.0, SD is a step up from using an Issue Collector. If we are unable to prevent users from seeing each other's posts it's a security risk and SD is a non-starter.

Any insight is helpful, thanks in advance.

E.L. Fridge

Hi Steve,

For the first two questions, what you are talking about can be accomplished with Issue-level Security in JIRA itself. If you set a default security set that is secured to the Reporter and/or a group then that should secure it like you need it.

For the third question, keep in mind that Service Desk is just a JIRA plugin, so it relies on a user having a license and some sort of access to at least create issues, attatchments, comment on and see their own issues. At a minimum they will need access to the project that the service desk is connected to. It's just a matter of securing you JIRA projects so that if a user happens to stumble into JIRA they don't see anything they shouldn't. See my reply to this question for steps to configure this. I know that there is an issue open with Atlassian about this, and perhaps in a future version they might provide more separation.

I hope that helps,

E.L.