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Good morning,

I have a project that is going to be shared and managed by several agents with their clients classified in organisations.

Agent1 = Organisation 1 --> customer 1 ; customer 10; customer 25;
Agent2 = Organisation 2 --> customer 5; customer 21;
Agent3 = Organisation 3 --> customer 102; customer303

I would be interested in not being able to see the clients or only their clients.

I know that in the permissions schema there is an Agent permission in the support project that hides this, but it doesn't work for me as the agent would not be able to interact with his clients.

Would it be possible to do this in Jira Service Management Cloud?

2 answers

1 vote
Jack Brickey Community Leader Jun 16, 2022

Only way to achieve that would be to create separate projects for your patience. Well there is one other possible solution that I can come up with and that would be to leverage Issue security schemes. The idea would be to have different issue types that would be associated to your agents. However this seems kind of cloudy to me and would be challenging to maintain possibly.


0 votes

@Angel -

I agreed with what @Jack Brickey mentioned.  If you don't want to manage separate project, then I believe you should look at Issue Security implementation - where in the security level setup, you allow access of the issues to just the Reporter and Assignee.  Don't forget to always include the members of the project's Administrators role members too.

Your issues will need to be tagged with the security level after it is created.

Here is the link in regards to Issue Security Implementation -

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

thanks, I will look into it¡¡

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