Create issues for internal use that's connected to an organisation

[Hanna Thunvall]

Hi,

I would like to create issues for internal use only that can be connected to an organisation. The issues should only be viewed and edited by internal users. External users should not even be notified about the issue being created.

In addition, I would like to be able to connect the issue to a certain organisation. I want to be able to view all issues related to an organisation, both the once that are created for internal use and the once that are created by the customer.

Is there any solution for this?

[Kishan Sharma · Accepted solution]

Hi @Hanna Thunvall 

Welcome to the Atlassian Community!

In Jira Service Management (JSM) Cloud, you can create internal-only issues that are associated with an organization but are not visible to external users (customers). To achieve this, you can use issue security levels, project permissions, and custom fields to control issue visibility and establish relationships between issues and organizations.

Here's a step-by-step solution for your use case:

Step 1: Use Issue Security Schemes for Internal Visibility

1. Create an Issue Security Scheme:
   • Go to Jira Settings > Issues > Issue Security Schemes.
   • Create a new Issue Security Scheme (e.g., "Internal Only").
   • Add a Security Level (e.g., "Internal Users Only") and configure it to include only internal users or groups (e.g., jira-servicemanagement-users-mysite group or specific project roles like "Service Desk Team").
2. Assign the Security Scheme to Your Project:
   • Go to Project Settings > Permissions.
   • Under Issue Security Scheme, select the newly created Issue Security Scheme (e.g., "Internal Only").
3. Set Default Security Level for Internal Use Issues:
   • Configure the default security level for issues created by internal users to "Internal Users Only". This ensures that issues created internally are automatically set to this security level and are not visible to customers.

Step 2: Configure a Custom Field for Organization Association

1. Create a Custom Field for Internal Issues:
   • Go to Jira Settings > Issues > Custom Fields.
   • Create a Custom Field (e.g., "ORG-NAME") of type Select List (single choice) or Label.
   • Configure the field options to match the names of organizations already defined in your Jira Service Management instance.
2. Add the Custom Field to the Relevant Screens:
   • Ensure that this custom field is added to the appropriate screens for the project, such as the Create Issue, Edit Issue, and View Issue screens.

Step 3: Creating and Viewing Internal Issues

1. Create Internal Issues for Internal Users Only:
   • When internal users create issues that should be visible only to them, they should select the "Internal Users Only" security level.
   • They should also populate the "ORG-NAME" custom field to link the issue to an organization.
2. Ensure External Users Are Not Notified:
   • Since external users (customers) cannot see the issues created with the "Internal Users Only" security level, they will not receive notifications for these issues.

Step 4: Enable Viewing All Issues Related to an Organization

1. Configure Filters to View All Issues Related to an Organization:
   • Create a Jira Filter to show all issues related to a specific organization, including both customer-created issues and internal-only issues.
   • Example JQL Query:
     ("Organizations" = "Organization A" OR "ORG-NAME" = "MyORG")
   • Save this filter and share it with internal users or teams who need to see all issues associated with an organization.
2. Create a Dashboard or a Queue for Internal Users:
   • Create a dashboard or a custom queue in Jira Service Management that uses the filter created above to display all issues (both customer-created and internal) associated with an organization.

Hope this helps.

[Hanna Thunvall]

Thanks @Kishan Sharma

Is it possible to assign the Issue Security Scheme to certain Issues Types of the project? I would like the type of Issue to decide whether the issue can be viewed/edited/etc by the external customers or not.

Thanks!

[Kishan Sharma]

Hi @Hanna Thunvall

In JSM Cloud, it is not possible to directly assign an Issue Security Scheme to specific Issue Types within a project. Issue Security Schemes are applied at the issue level rather than being tied to specific issue types.

However, you can achieve the desired behavior of restricting issue visibility or editability based on the issue type by using the following workaround:

1. Set Up Issue Security Levels:

• Create an Issue Security Scheme with different security levels (e.g., "Internal Only," "External Viewable").
• Configure each security level to define who can view or edit the issue. For example:
  • "Internal Only" can be set so that only internal users or specific project roles can view and edit.
  • "External Viewable" can be set so that external customers and internal users can view, but only internal users can edit.

2. Automation Rules for Assigning Security Levels:

• Use Automation for Jira to create a rule that automatically assigns a security level based on the issue type when the issue is created or updated.
• Example automation rule:
  • Trigger: When an issue is created (or field value changed).
  • Condition: If the issue type is "Bug" (or any other type you want to limit to internal users).
  • Action: Set Issue Security Level to "Internal Only."

[Kishan Sharma]

Hi @Hanna Thunvall If my response was helpful, feel free to mark it as accepted; it can assist other users facing similar questions.

[Hanna Thunvall · Accepted solution]

Hi @Kishan Sharma

Thanks for a good suggestion and explanation.

I'm still looking into which alternative is best suited for our use case and have one follow-up question on the first guide you sent.

Step 1 - Point 3: Set Default Security Level for Internal Use Issues. How do I configure this? Can you guide me through what changes I need to make?

Thanks!

[Hanna Thunvall]

Never mind! I think I understand it now. :) 

[Kishan Sharma]

Hi @Hanna Thunvall If my response was helpful, feel free to mark it as accepted; it can assist other users facing similar questions.