Limit ticket visibility to users by Organization

[Gianfranco Iacobellis]

I work for a multi-national group with several companies and locations. We have created Jira Service Management project with several organizations.

Different local teams are providing 1st-level support.

I could not find a way to segregate the tickets' visibility to users (operators, not customers) via 'organization' field.

For example: one of the organizations is based in London and we have a dedicated support team in London. I would like them to view only tickets created by customers in London (I have automation in place for that). Right now we just have filters to simplify the local teams operations but they can see all tickets within the group.

I do not want to create several projects because the Corporate Team must have a global visibility on all organizations, hence we need just one project.

Is there a way to achieve this?

Many thanks,
Gianfranco

[Ash Yadav · Accepted solution]

Hi @Gianfranco Iacobellis 

Have you considered using an issue security scheme here? 

If all your organizations live on the same JSM instance, you can create separate components or in this case use your organization field. 

Then in your automation you can have it running to check if organization field = London team, set security scheme to London etc. 

https://support.atlassian.com/jira-cloud-administration/docs/configure-issue-security-schemes/

The teams will still see each other's queues but will not be able to see any issues that are under the respective security schemes.

Kind Regards,

Ash

[Gianfranco Iacobellis]

Hello Ash,

thanks a lot for your quick answer.

No, I have never used Security Scheme. I will take a look at this.

Best regards,
Gianfranco

[Ash Yadav]

No problem at all.

Let me know if you need any further help with this or if you found that it resolved your issue, please consider accepting the answer to help others with similar questions! 

Kind Regards,

Ash

[Gianfranco Iacobellis]

Hello Ash,

I have finally had time to try configuring Security Levels on my project.

Unfortunately, I am facing some issues.

• I have created a Security Scheme called 'Org based security scheme' and linked it to the project.
• I have created two Security Levels within this scheme called 'Paris' and 'London' (two of cities where we have offices).
• I have assigned a user to each of the Security Levels above (for testing).

Now, the missing step is associate issues with the proper Security Levels.

I could not find a way to view the Security Level field on any of the existing issues in my project, even if - according to 'Find your field' function - the field is present.

I have added the field on all relevant screens and checked the hidden fields, but no luck. Also, I am using an administrator account so it's not a permission issues.

Aside from not being able to see the Security Level, it is not clear how I can assign automatically a given security level to an issue.

I chose not to define a default security level because we don't have one; indeed, we do already use Automation to assign issues to local teams and set the field 'Organization' depending on the reporter. So I would have expected that you could assign theSecurity Level through Project Automation, but it seems I can't do that.

I must be missing something...

Thanks,
Gianfranco

[Ash Yadav]

Hi @Gianfranco Iacobellis 

You can assign the security level through automation, see below: 

It's an edit issue action so you should be able to search for "Security level" and then set it accordingly. 

Let me know. 

Ash

[Gianfranco Iacobellis]

Hello Ash,

I have updated the Automation but am having an issue with the execution.

No fields or field values to edit for issues (could be due to some field values not existing in a given project):

This error refers to Security Level field update.

If I update the field manually on the issues, it works.

Any ideas?

Thanks,
Gianfranco

[Ash Yadav]

Hi @Gianfranco Iacobellis 

This is likely related to the fact that you don't have a default issue security level being applied and as such, when automation goes to update it, the field isn't set or present so it can't apply it. 

I'd recommend a very generic "triage" security level, that way you can avoid this problem. 

KR, 

Ash

[Gianfranco Iacobellis]

Hi Ash,

I solved including the role "atlassian-addons-project-access" into the security levels.

Thanks for all your support!

Gianfranco