Multiple schools using same types of requests

[Vaughn Dumas]

I work for a university and we have 5 schools who want to use Jira Service Desk.  The types of requests are the same for each school, but I don't want the users of one school to see the requests of another (some privacy issues apply).  How can I do this (I thought of using different projects with the same issue type)?  I don't necessarily want to create 5 different instance of Jira Service Desk.

What I'm looking for here is a best practice way of how this can be achieved.  Has anyone else done something similar, even if just using different departments in a large company?

[Alexey Matveev · Accepted solution]

Hello,

I can see two possible solutions:

1. You can create a project for each school.Then you can define a role or use an existing role and fill this role for each project with valid users. Then you make sure that the role has the right permissions in the project permission scheme (browse issues, create issues, edit issues etc). Also check that groups of the users are not included in the project permission scheme in wrong projects.

https://confluence.atlassian.com/adminjiracloud/managing-project-permissions-776636362.html

2. You can use issue security levels. You can find more info here;

https://confluence.atlassian.com/adminjiraserver073/configuring-issue-level-security-861253265.html

[Vaughn Dumas]

Thanks Alexey, I'll check out the docs.

[Rodrigo B_]

Hey @Vaughn Dumas,

Alexey nailed it from the Jira Service Desk agent's perspective, I'd like to complement it with a question.

When you say that you don't want users from a school seeing the requests of another school, do you mean the Jira Service Desk customers or Agents?

If you are concerned about the customer accounts on your Jira Service Desk project, you can create customer organizations for each school, customers won't be able to see other school's requests on the Customer Portal unless it's shared with them and by standard, when a customer from a school opens a request, it will be shared with all the users that belong to that school (customer organization) and other customers will be able to view it, of course each customer has the option to make the request private on request creation or later, more details here:

• https://confluence.atlassian.com/servicedeskcloud/blog/2016/09/group-customers-in-organizations

The scenario above applies if the team of agents working on your Service Desk are allowed to see all the requests.

Thank you!

Rodrigo Becker
Atlassian Cloud Support

[Vaughn Dumas]

Thanks Rodrigo, appreciate the help.  I'll give the document a read and see if it can apply to our situation.

Take care,

Vaughn

[Vaughn Dumas]

Rodrigo,

Reading the documentation I don't think creating different organisations will help me in this case.  We are one university with multiple schools and I want all schools on the same instance of Jira Service Desk.  I'll have to use the permissions options to ensure correct visibility of jobs.

I also want the options limited to the person logged in so that school A does not see specific options/jobs/projects that are specific to school B.  For instance, the Physics school does not want to see anything that Biology (e.g. Plants) does.

Take care,

Vaughn