Hide SLAs, reports and Service desk config from clients

We're opening up Jira access to our service desk project to some of our clients, to give them more functionality than they can get via the web portal (e.g. view attachments).

We've got issue security configured so that they can only see the issues we want them to, but whilst testing I've noticed that they can also see the Service Desk config tab with:

  • Queues
  • Reports
  • SLAs
  • Customer Portal
  • etc.

We don't want them to be able to see this information (e.g. and see that they have different SLAs to other clients!) and it's bizarre that they are able to.

I've been through the roles and permissions, and can't see any way to restrict this.

Am I missing something or is there no way to hide the service desk config from users who have the "Service Desk Customers role?

2 answers

1 accepted

Thanks Benji - it looks like this is (another) limitation we'll just have to live with, for now.

Hi Mark,

Make sure that your clients are only part of the Service Desk Customers group. What are the permissions in JIRA for your customers?

The customers are only a member of the Service Desk Customers Group

In addition, the project's permission scheme gives them the following (so that they can log into Jira directly)

  • Browse Project
  • Create Issues
  • Edit Issues
  • Assign Issues
  • Assignable User
  • Resolve Issues
  • Close Issues
  • Link Issues

I can't see why any of these permissions should allow them to see the SLA configuration, queues, etc. In my view the "Service Desk" menu should be hidden entirely from customers.

Hi Mark,

In the meantime I was also answering a similar question in another thread:

https://answers.atlassian.com/questions/292523/is-it-possible-to-hid-the-sla-tab-from-the-browse-project-permission-in-jira-download

Basically if you open-up your JIRA instance the minimum permission that customers need to view projects is the Browse Project permission. This permission also gives users the ability to watch Service Desk metrics (SLA, Reports,...).

Uptil now I haven't found a way to pass this behavior.

As the thread from the previous comment suggest you can always setup different service desks (and projects) for every client. In that way clients can only see the Service Desk related metrics from their projects.

Suggest an answer

Log in or Sign up to answer
How to earn badges on the Atlassian Community

How to earn badges on the Atlassian Community

Badges are a great way to show off community activity, whether you’re a newbie or a Champion.

Learn more
Community showcase
Published Thursday in Jira Service Desk

How the Telegram Integration for Jira helps Sergey's team take their support efficiency to the bank

...+ reading Fantasy). The same is true for him at the bank he works for: Efficiency is key when time literally equals money. Read on to learn how Sergey makes most of the time he has by...

247 views 0 3
Read article

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you