Optimizing Jira Service Management Workflow for Specific Request Types

[Onur Onal]

Hello, a new person joined our team today. I added him to Jira Service Management (JSM), and so far, everything is fine. However, this new user only needs to handle the work related to a specific request type that will be opened starting from today.

Since I couldn’t manage this directly with permissions, I came up with the following method:

I opened a new JSM board and mirrored all the X request type issues from the main JSM board to this new board. I used automation to achieve this.

I then added the new person to this board. However, this approach made it difficult to sync comments and other features one-to-one, and I couldn’t make it work as expected.

How can I resolve this?

[František Špaček _MoroSystems_]

Hi @Onur Onur

does this person have JSM license assigned to him? If so, I dont see any problem with him existing in the same Service Management project along with other people. If your question is rather towards "how to filter out his requests from other so rest of the team does not see his requests and he only sees his requests" that can easily be achievable by creating a separate dashboard or queue for him. There you can easily filter out it one way or another.

If you need further assitance, we would probably need much more detail about your current setup, ideally with some screenshots and examples.

Have a nice day!

[Onur Onal]

Thank you for your answer.

I guess I didn't explain my request clearly.

One person joined us. This person should be able to see the X request type jobs that will be opened from the day he joined. We don't want him to see older issue. (privacy)

At the same time, we don't want him/her to see the issue of some request types on the jsm board. We don't want to open a separate board because the rest of the team needs to see his work.

[Onur Onal]

Also, I'm Onur Onal. Not Onur Onur. :)

[František Špaček _MoroSystems_]

Hi, sorry for mismatching your name, thats what this app gives me when using mentions (after hitting @).. :-)

But back to the topic - I would probably suggest using issue security levels. Just create a single security level, that will only include customers and rest of your old team. Then create an automation, that will set the issue security, when new request, that cannot be seen by this single preson, is created. This will ensure all other request types will stay hidden, while at the same time, rest of the team will see all the requests. Thanks to this, you can have same queues, boards and everything for everybody, as the permission to see the issue will be attached to each issues separately.

Here is the doc for it: https://support.atlassian.com/jira-cloud-administration/docs/configure-issue-security-schemes/

[Onur Onal]

Now i'm trying with permission method. I will back.