Managing access to your service desk - Agent can only edit specific Organization

[Snir Ben Yosef]

Hello Everyone,
I have a service desk project and inside I have 20-30 Organisations,
we are 3-4 Agents on the team.

I would like to ask if there is a way to give permission to the first agent only to a specific Organizations? the agent should Create/edit/update/view only the organization tickets related to him.

[Vishwas · Accepted solution]

Hi @Snir Ben Yosef 

Well there isn't any straight forward way to block agents to edit other organization tickets in vanilla schemes

This might be possible by defining the Security Level via Issue Security Scheme.

You can create a Issue Security Scheme , define Security level and write an Automation such that for the tickets created with that particular organization gets that security level. And agent to be present in that security level. By achieving this steps you can make sure he will be able to Create/edit/update/view only the organization tickets related to him.

Link about configuring Issue Security Scheme https://support.atlassian.com/jira-cloud-administration/docs/configure-issue-security-schemes/

Regards,

Vishwas

[Bastian Stehmann]

Hi @Snir Ben Yosef ,

Welcome to the community. 

I think, you might achieve this using issue security. 

You have to define one level per Organisation. Then you have to set the security level according to the organization. 

I think, this should be possible with automation

This might help you. 

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

[Vishwas]

Hi @Snir Ben Yosef 

I figured out the issue, did you add yourself into the security level. Ideally you should be part of all security levels in Issue Security Scheme so that you can configure automation then only the dropdown in automation shows the options.

Regards,

[Snir Ben Yosef]

@Bastian Stehmann @Vishwas 
thanks you both.

but i'm not sure how to do it,
i created in automation -> 
1. Issue Created ->Condition:issue field, organization="myorganizaition"  ->Action: Edit Issue, Securtiy Level. 

The security level is empty.
i did create security scheme and security level in the project. but i dont see it on the Rule.
do you know where is the issue ?

[Vishwas]

Hi @Snir Ben Yosef 

You are doing the automation in a right way. Can you confirm by going to project if you have associated the Issue security scheme to the project ?

what options are showed when you click on dropdown ?

Regards,

Vishwas

[Snir Ben Yosef]

@Vishwas Yes i have associated the Issue security scheme to the project.

there are no options to select, its None.
what am i doing wrong ?

[Vishwas]

Hi @Snir Ben Yosef 

Let me try this once my side and get back soon.

Regards,

Vishwas

[Snir Ben Yosef]

@Vishwas Thank you! I appreciate the help.

[Vishwas]

Hi @Snir Ben Yosef 

I have posted the answer were you able to check that ? If it works please go ahead and mark the answers accepted.

Regards,

Vishwas

[Snir Ben Yosef]

@Vishwas  Thank you but i need your last help:
how can i make 1 user see only tickets from a specific organization?
i cant make him see only tickets from one organization I can only give him permissions to view all tickets.

[Vishwas]

@Snir Ben Yosef 

You can do that too. 

Create a security level explicit for the organization and add the user to the that level in Issue Security scheme. Also add yourself into the level too.

After that in automation you make to set this level against the Organization. 

By doing this you are ensuring that only that user and yourself can see those tickets for that particular Org.

Let me know in case of any questions.

Regards,

Vishwas

[Snir Ben Yosef]

@Vishwas 
Yes, i did all of that.
my issue is the user cant view the project on Jira, so he can't see the tickets for some reason.
is there anything I need to do to give the user access to the project but not to all of the tickets just the security level ones?

just the recap:
I Created a security level for the organization and add the user to the that level in Issue Security scheme. Also add yourself into the level too.

also build automation and its work, its changes the ticket secuiry level.

[Vishwas]

@Snir Ben Yosef 

try troubleshooting the issue by going to Settings  "System" --> "Permission Helper".

Provide Username, Issue(that ticket which belongs to specific Org) and in Permissions Select "Browser Projects". See the results what it says, user might be missing some permission. Send me the result screenshot. Based on that i can guide you

[Snir Ben Yosef]

@Vishwas 
Thank you for the quick help! this is very helpful!
this is the screenshot:
I just want to add that its going to be a user for intergration purpuse, and i need this user to view/edit/delete etc. just 1 organization.

[Vishwas]

He has the permissions he should be able to see the ticket !!

It's better we can check this on a call and see what is restricting him.

[Vishwas]

I figured out the issue, looks like the user "support" is not having the project role.

Browse project permission is not there, which is why he is not able to see the project itself. So go to People Section in the project and add him to suitable role, after that everything should be fixed..

Also check "See failed conditions" to understand better on exact issue

[Snir Ben Yosef]

@Vishwas 
Thank you, I have sent an invite.

[Snir Ben Yosef]

@Vishwas 

but if i do it it will give him access to all of the tickets in the project.

[Snir Ben Yosef]

@Vishwas 
Thank you Very much! Accepted the answer.

[Vishwas]

@Snir Ben Yosef 

Please try the suggestions and let me know in case of any questions, happy to help !!

Meanwhile please feel free to upvote, Accept the answers in case if it has helped your requirement !