Need to restrict visibility of a customer comment to a selected group o agents in the project

[Rosana Casilli]

Hi All!!!

We have this scenario, that we are intended to achieve.

There is a Service Management project where the cusotmer adds a comment with confidential information, that only a certain group of agents in the project should see. 

Is there any way to achieve this? or any alternative to where a customer could add this confidential information and then that only a certain group of agent can see this value?

Thanks in advance,

Ro

[Aaron Pavez _ServiceRocket_]

Hi Rosana!

This cannot be done out of box. JSM comments do not have permissions on who can view them.

Several apps in the marketplace can help:

https://marketplace.atlassian.com/search?query=comment&product=jira-service-management

We have an app called Secure Notes that can be used to store sensitive information and only some people can see that note:

https://marketplace.atlassian.com/apps/1232687/secure-and-encrypted-notes-for-jsm?hosting=cloud&tab=overview

Any questions about that app let us know!

Regards

[Brant Schroeder]

@Rosana Casilli I would suggest using issue security.  You can set it when the issue is submitted through the portal limiting those issues to specific individuals or groups.  You can learn more here:

• https://support.atlassian.com/jira-service-management-cloud/docs/create-security-levels-for-issues/ 
• https://support.atlassian.com/jira-cloud-administration/docs/configure-issue-security-schemes/ 

[Rosana Casilli]

Thanks for your response. I thought to use security levels, but it will apply to the issue and it's subtask, if someone needs to work in the subtask under the main issue would be able to do it? 

[Brant Schroeder]

@Rosana Casilli since the sub-task inherits the parents' security level, they would need the same access.  You could link an issue and they would be able to work on it.