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Tickets assigned to one team should not be visible to other team

I have a requirement that 

  • Tickets assigned to HR Team should not be visible to Operations Team


how we can achieve this

1 answer

1 accepted

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Answer accepted

You could have two boards, One for HR Team and one for Operations team. 
Use a custom filter for each board based on component.
One component for HR team and one for Operations team.
Then simply use the component to assign the tickets to the different boards.


in JSD , we have to make queues - will that work ?

Yeah, even simpler. Then you don't need a board, Just create two queues based on the filter with components. 

Like Ankit Sharma likes this

i will try this and will mark it correct if all done well and purpose is resolved, but want to say thank for giving me direction

Like Per Löfgren likes this

I applied your way and thst easier also to distinguish directly based on Components , 

lets say - there are 2 persons who handle HR tickets and 2 for Tech tickets  , then they will have same licens and based on their AGENT LICENSE they will be able to see all ticket whereas HR tickets and not meant for all to see 

  • any other way ?

Oh, misunderstood your request. Did not understand you wanted to hide that queue as well. I believe you need to have two service desk project in order to completely hide the HR tickets. 

Like Ankit Sharma likes this

this was something which i also assumed but again my portal will be changed then 


because there are several types and i want to hide all those , most of them should be separate 


like HR , TRAVEL, EDUCATION , means for this case if we want to hid all from other departments then we have to make 3 projects and thus have to make different PORTALS ? 

Hi Ankit,

You could also use security levels. So when an issue gets assigned to HR, it gets a security level that only allows the HR team to see it.

OR different projects as suggested above


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