How can I restrict specific users to only seeing service requests and not change tickets in Jira?

[Rajan Dangol]

Restrict specific users to only seeing service requests and not change tickets in Jira IT Service Management tool. 

[Rudy Holtkamp]

Hi @Rajan Dangol ,

I just came across a linkedIn post:

New feature in Jira Service Management  @channel

You can now restrict request types:

 𝗚𝗿𝗮𝗻𝘁 𝗽𝗲𝗿𝗺𝗶𝘀𝘀𝗶𝗼𝗻𝘀 𝘀𝗲𝗹𝗲𝗰𝘁𝗶𝘃𝗲𝗹𝘆 𝗳𝗼𝗿 𝗱𝗶𝗳𝗳𝗲𝗿𝗲𝗻𝘁 𝘁𝗲𝗮𝗺𝘀 𝗼𝗿 𝗱𝗲𝗽𝗮𝗿𝘁𝗺𝗲𝗻𝘁𝘀
For example, within an HR service desk, you could display specific request types only to employees based in certain locations.

 𝗞𝗲𝗲𝗽 𝘀𝗲𝗻𝘀𝗶𝘁𝗶𝘃𝗲 𝗿𝗲𝗾𝘂𝗲𝘀𝘁 𝘁𝘆𝗽𝗲𝘀 𝘃𝗶𝘀𝗶𝗯𝗹𝗲 𝗼𝗻𝗹𝘆 𝘁𝗼 𝘁𝗵𝗼𝘀𝗲 𝘄𝗵𝗼 𝗻𝗲𝗲𝗱 𝗮𝗰𝗰𝗲𝘀𝘀
Using the HR service desk scenario again, you might restrict offboarding requests to managers alone.

 𝗟𝗶𝗺𝗶𝘁 𝘄𝗵𝗼 𝗰𝗮𝗻 𝘀𝗲𝗲 𝗮𝗻𝗱 𝗶𝗻𝗶𝘁𝗶𝗮𝘁𝗲 𝗿𝗲𝗾𝘂𝗲𝘀𝘁𝘀
Support teams will be appreciate that customers can only raise requests that they are authorized to, removing the need for manual filtering and qualification.

Follow these steps to restrict a request type:
 Go to "Request types"
 Select the request type you want to restrict
 Click on the lock icon
 Choose specific people or groups who can raise this request
Check out the GIF in the comments to see it in action!

[Sam Knight]

Thanks @Rudy Holtkamp !

Here's the blog announcing the changes

[Rajan Dangol]

Thanks Rudy, let me do some testing. 

Appreciate your help :)

Thanks,

Rajan

[Rajan Dangol]

Hi Rudy,

Would it be the "Issue view" that needs to be amended? Also, it seems, I can restrict who has access instead of who doesn't have access. As, the list of users that needs to view is quite large, is there a way to restrict the users based on the group?

Thanks,

Rajan

[Rudy Holtkamp]

Hi @Rajan Dangol and welcome to the community,

So you have two requirements: 

1. Specific users may not change tickets
2. Specific users may not see (all) tickets

For 1. you can create a role called 'viewers' and assign only the browse project permission to that role. You can also opt for adding comments/attachments. But with these permissions they an definitely not edit the ticket.

One note if the specific users do not have a JSM license, but only a Jira license and they have the (default) role 'Service Desk Team' they can only see issues and create internal comments on the issues. I did not add it above, because they might have a JSM license for other JSM projects.

For 2. you can only make use of issue security schemes. Create a security level and add the users (via a role) who may see all issues. Then create an automation rule that sets this security level for all issues except for the one these specific users may see.

The combination of both should cover your requirements.

[Rajan Dangol]

Hi Rudy, 

Thanks for your update. "Specific users may not change tickets", I was referring to change request tickets within Jira IT service Management tool. For point 2, during the creation of the ticket or after it has been created, we need to select the issue security scheme isn't it? Or can we assign it when they request for an access through Groups?

Thanks,

Rajan

[Rajan Dangol]

For example, this group A can see both service request and change tickets.

Group B, however, should only be able to see service request tickets.