Is there a way to restrict a Service Desk Agent's access to certain request types?

[Karri Parola]

I'm running Jira Service Desk in the cloud.  Can an agent's access be restricted so they can only see specified request types?   I don't want them to see Termination requests in our system.  I only want them to see one type of request.

[Manon Soubies-Camy]

Hi @Karri Parola,

You can't easily restrict an agent's access to some requests. The easiest way would be to create another portal to separate the type of request your agents can see from the Termination requests you want to hide from them.

Or you could use issue security levels with an automation rule:

• When a Termination request is created
• Then set the issue security level to hide it from agents.

You can see more information on issue security levels here: Configuring issue-level security  and there is a free skill builder on issue securities available here: Issue Security in Jira.

Hope this helps!

- Manon