Would like to provide user project browser permission but be able to hid the SLA metrics tab in the navigator. The SLA section inside the issue can remain.
All help is appreciate it.
The permission scheme for Service Desk is separate from the JIRA permission scheme. For instance a user that has the JIRA permission to browse projects does not necessary have the permission to use Service Desk in any way.
Whether or not the user sees SLA, Queues,... depends whether or not he has the Service desk team members role. Only users with that role will see the Service Desk extra's like SLA, Reports,... You have no option to only view SLA, but not Reports for instance.
Lets say a user has the JIRA project browse permission, but he is not a member of the Service desk team members role. Then he can view the issue, but he will not see any Service Desk SLA metrics.
The only option you have in your case is give the user the JIRA browse project permission and don't add him to the Service Desk team members role. Then he will not see SD queues, reports,..., but also no SLA tab either.
Hope this answers you question?!
I did some additional testing conserning JIRA permissions and Service Desk permissions. Looks like if the user (customer) has JIRA browse project permissions he automatically has the ability to watch the project's Service Desk information (SLA, Reports,...). He also sees the SLA metrics in de issue's detail view. He can however not insert new metrics or create new reports (in fact the same as Service Desk Team role members).
Since browse projects is the minimum JIRA permission that clients need to have to view issues, I don't think there is an option to hide Service Desk metrics for clients that also have access to JIRA.
Hope this helps?!
Thank you for the info Benji. Based on the limitation of not being able to hid the SLA tab, we decided to create one project for each client. This approach sets each client's SLA inside their own project and they do not get to see each other's contracted SLAs. Thank you again for your response.
Creating and configuring 30+ service desks to get around this really isn't really an option for us. The downside of maintaining this (and the headache of migrating clients, and changing URLS) would far outweight the positives. Plus we'd lose the ability to holistically view and manage our SLA delivery across clients.
We're just going to have to rename a few things for now and live with it - we're getting used to this with Service Desk - hopefully it will mature and improve over time.
We tend to have the same SLAs, but different reports, so it means that clients can see the name of reports for other clients (but not the content) so we just need to be mindful of how they are named.
Can you just set up different SLAs called SLA1, SLA2 etc, and then associate them in the various reports/queuse for each client? That way clients would still be able to see the SLAs but wouldn't be able to see which SLAs apply to other client
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