Assignee restriction to only see his department/component related calls in Queues ??

Currently we have multiple service group/Component/Department configured in JIRA service desk and also configured Queues which display how many calls are pending with each department but we want to restrict this Queues for assignee and they should only be able to see his own department/component related calls.

Please help / suggest solution on this.

2 answers

0 votes

Hi Abhijit,

At the moment, this isn't something JSD can do natively right now.  By design, the project queues are expected to be viewable by all Agents in that project.  As such there is no mechanism within Jira natively to restrict the queues themselves.  There is an open feature request to address this kind of functionality in JSDSERVER-366.  I would recommend watching/voting on that issue if this is something you would like to see in future revisions of Jira Service Desk.

In the meantime, there does appear to be a 3rd party plugin that might be of some help here.  I'd recommend checking out the add-on: Queues for JIRA Service Desk

I believe that this plugin would be able to fulfill the kind of queue restrictions I think you are wanting to implement here.

Regards,
Andy

Thanks for your suggestion but can we do some filtering or some scripting through which we restrict the access of queues of logged in user to it's own department tickets.

Susan Hauth Community Champion Oct 11, 2017

Hi,

You could use the Issue Security Scheme to perhaps restrict by Department.

Cheers,

Let me try your suggestion !!

0 votes
Jack Brickey Community Champion Oct 11, 2017

You could also consider separate project w/ the necessary permissions. I doubt this is what you would want but it is an option.

Jack Brickey Community Champion Nov 09, 2017

I assume you have found an acceptable solution at this point or accepted the limitation?

Not i have not yet received solid answer. Currently any team member can seen all tickets and we dont want to give this privilege.

Jack Brickey Community Champion Nov 10, 2017

Please vote for and watch JSDSERVER-366 or the cloud counterpart as @Andrew Heinzer mentioned. 

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