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Agents - view own tickets

I've set-up a new JIRA service desk but I'm having issues around levels of access.

Currently, everybody I assign a ticket to, can view every ticket on the desk. I only want them to be able to view their own tickets.

Also, I want to set-up a 'group', so that whoever was assigned to that 'group' could see all the tickets within that group only. This would cover for people when they are off or away.

2 answers

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Hi @tim_cooke_musicmagpie_co_uk ,

This can be done by setting Issue-Level Security but I would verify that you do indeed want to restrict visibility that much.

If you only want to limit the tickets that show up in a queue, you can use the assignee = currentUser() to only list issues assigned to your account while still being able to view other issues if needed.

Thank you for your reply Michael. Where would I set the assignee = currentUser() for this?

Hi Tim,

Within the Service Desk project, you should see Queues on the left hand side. By clicking on an existing queue, followed by the ellipses (...) in the top right hand corner and then Edit Queue, you can modify the JQL that the queue uses.

In the Filter by field, make sure the advanced view is set (can be toggled to the right of the field) and type something similar to the following:

resolution = Unresolved AND assignee = currentUser()

This will display open issues where the assignee is set to be whoever is looking at the queue. You can read more about them here.

Thanks @Michael Andolfatto for your reply.

The problem I have is that I want the administrators of the Service Desk to be able to view all tickets, but individual agents to only be able to view their own tickets assigned to them.

I also want to create groups. So that 'Ops' for example can view all tickets within their group only (there could be 2 assignees within this group as an example).

Any help on this would be most appreciative.

Thank you for your reply Michael. Where would I set the assignee = currentUser() for this?

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