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Is there a way to restrict ticket visibility base on support group

Kristine Mamangon March 7, 2024

Dear Team,


I have a requirement in where the ticket assigned to the group is only visible to its team member upon login. In the general issue queue itself

I understand the concept of security scheme and security level but this is not the requirement since the requestor wanted that upon login this should be restricted to the agent. Since the security scheme and security level need the agent to set for the group member to see it. Also the field needs to be enable on the transition screen.

Used case is

Ticket is from the portal logged by end user

Ticket is assigned to the support group

Then this will only visible to 1st Level default group

Then if needs to re-assign the ticket to another group . Automatically it can only be seen by the members of the support group without setting the security level

Is this possible in Jira ITSM Service Management?

Please advise

Many Thanks for your inputs

1 answer

0 votes
Fabio Racobaldo _Herzum_
Community Leader
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March 12, 2024

Hi @Kristine Mamangon ,

you could be able to do that using browse permission in the related permission scheme.

You need to put your group field in "Browse project" and remove "Project Role (Service Desk Team)" from it.

Please try this approach and let me know if it works,


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