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Jira Service Desk for HR | Secure certain requests to only be visible by certain agents

We're currently implementing Jira Service Desk for an HR department. I'm looking for a way in which we can allow only certain Agents to view certain request types without having a separate project. I've been looking into issue security but it seems this only works on projects and not on requests.

Use case:
Employee A raises a harassment issue/request. Only the HR Chief Officer would be able to see the request due to the sensitivity of the issue.

Another functionality that we're trying to implement is setting up certain requests to be raised by certain users that fall under a specific group. I already asked the question here and was directed to an add-on but I was told by the developers that this functionality is not available for the Cloud version.

2 answers

0 votes
LarryBrock Community Leader Jul 16, 2019

hello @Mikele Schembri  - In short, the _Browse_ permission_ is used to manage access at the project level and _Issue Security_ is used within the project to manage access to issues.

So in the described use case, only the HR Chief Officer would be allowed by the Security Level assigned to the issue while other issues in the same JSD project would not be restricted.

For managing create permission by request type add a validator to the create step in the workflow restricting access to person, role, or group.  This community post started in 2013 but has some interesting ideas and options that you might also find useful:

Hope this answers your question - if so, please consider clicking the "Accept Answer" button so other Community users see the indicator in their search results.  Thanks!

Hi @LarryB , many thanks for your reply. With regards to the first answer, I did create an Issue Security Scheme with and Security Level that is assigned to a specific user, the HR CO. However neither from the Issue Type nor from the Issue Type Schemes can I find from where to assign the Issue Security Scheme created.

With regards to your second answer, I will be looking into it shortly.

LarryBrock Community Leader Jul 16, 2019

"Security Level" is the field to set.  I like to set the security level via automation (post-function, pre-filled field in request form, etc.) whenever possible so it doesn't rely on humans, especially for sensitive information.

@Mikele Schembri  Hellllo

You can use this plugin "Extension For Jira Service Desk". In this plugin you have a lot of option that let you choose who can see your request types and it has a cloud version. its the best way. Also you can use the method that @LarryBrock says.

Best regards

Hi Ashkan, I linked to that plugin in my question as I already tried it but was notified by the plugin's support that what I need was not an option on the Cloud version.

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