Hello @eqzjr
Welcome to Atlassian Community!
Per your description, I understand you would like to restrict your agents to only see the issues assigned to them. Is that correct?
You can use the Issue-level security functionality to achieve this goal. These would be the steps:
1 - Create a new security level
2 - Add to the security level all the administrators and specific persons that must have full access to the issues, excluding your agents
3 - Add the Assignee field to the security level
4 - Add the Security level to all the issues in your Service desk, using the bulk operation feature.
The steps above will restrict your issues to only the persons you added at the security level. For your agents, they will only be able to see the issues they are added as the assignee.
Please, take a look at the documentation below to know how you can configure your security level:
Configuring issue-level security
Let us know if you have any questions about the steps provided.
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