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How to Hide Logged Hours and Comments from User Group?

Greetings! We are looking to onboard customers to our Jira account so they can view work item progress, descriptions, acceptance criteria, and story points. 

We have three constraints: 

  1. Customers should not be able to see the hours logged on individual work items.
  2. Customers should not be able to see card comments. 
  3. Customers should not be able to see any other project in our Jira account

Does anyone know if we can do this OOTB, and if so, how? If not, do you know any third-party tools to give us this ability?

1 answer

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Mark Segall Community Leader Dec 06, 2022

Hi @Josh Mathews and welcome to the community!

  1. Customers should not be able to see the hours logged on individual work items.
  2. Customers should not be able to see card comments. 

The short answer is there's no way to do this natively and due to the nature of the permissions/API model, I'm not sure there are options in the marketplace either.  Jira does not provide this type of granularity. 

Off the top of my head, you could do something like this, which would potentially add costs and be a bit involved:

  • Get JSM licensing (you won't need many licenses for this). The reason for this is that its portal will provide the stripped down experience you're trying to achieve.
  • Set up a JSM project that will serve as a clone of the activity you want to share with the external party.  
  • Create a request type with an underlying workflow that mirrors your existing software workflow - even better is to have it share the same workflow scheme.
  • Set up your customers as Customers in the project.  Create a new Organization and add your customers to this organization.

From here, you'll set up at least two automation rules:

Rule #1 - Create Clone Request

Each time a story is created, it will spawn a clone to JSM that will give customers visibility into what's going on without direct access to the original story.

  • TRIGGER: Issue Created
  • CONDITION: Issue Type = Story
    * you'll probably want a couple more of these depending upon your needs
  • ACTION: Clone Issue
    • Organization = Organization created above
    • Description: Something like this so you concatenate the description, AC, and story points (AC and Point fields are not going to be visible to a JSM portal user)
      • {{issue.description}}
        {{issue.accepance criteria}}
        {{issue.story points}}
    • Issue Links - Create a link (e.g. Clone of Trigger Issue)
      This is necessary to keep the link that will work for automation #2
    • Reporter (optional) = Primary customer contact

Rule #2 - Keep the statuses in sync

As stories transition to different statuses, this rule will sync that status on the linked JSM issue.  This will also provide automated notifications to the customer

  • TRIGGER: Issue Transitioned
  • BRANCH: Linked Issues (Is Cloned By)
    • CONDITION: Project = Your JSM Project
    • ACTION: Transition Issue
      • Copy from Trigger Issue


That's it.  This is an involved solution, but I'm not sure you're going to get any straightforward options for this use case.

Thanks for the thorough response @mark ! I will dig into this and see what we can do. 

I'm especially curious if we can track updates to the description, acceptance, or any other field in addition to the card status.

Mark Segall Community Leader Dec 07, 2022

You can add another rule like this for that stuff:

  • TRIGGER: Field Value Changed (Description, AC, and any other fields you want sync'd)
  • BRANCH: Linked Issues (Is Cloned By)
    • CONDITION: Project = Your JSM project
    • ACTION: Edit Issue (Description)
      • {{issue.description}}
        {{issue.accepance criteria}}
        {{issue.story points}}
    • ** Optional - ACTION: Add Comment (Public)
      • Comment to the customer letting them know that the description has been updated.


This will simply overwrite the previous description with the new detail each time.  

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