Service Agent with restricted Permissions

Hi Together

I want add Servicedesk Agents (Not Customer!) but with restricted Permissions to some Tickets.


All Members of my Team are Servicedesk Agents and can see all Tickets.
Now we want to add our biggest external Partners as Servicedesk Agents, too.
If they are Agents we can assign the Tickets to our Partners and they know what they have to do for us.

And if they have any questions about the Issue they can ask the peoples which are added as customers directly, and so they do not have to ask us first.

But this Agents should not see all Tickets. Only this which they belongs to (Request Participant, Reporter or Assignee).
That we can manage, which Tickets they can see and which not.



1) I can do it, if we have different Projects (Example: SD-11 only for us and SDE-1 for externals).
But in this case we have to give access for both customer portal to customers too, but then they have to much request types to choose.
Maybe they are confused with this.


Someone know if something like this is possible?

Or maybe have a similiar solution?


I hope someone can help me,



1 answer

1 accepted

1 votes
Alexey Matveev Community Champion Nov 27, 2017


Have a look at issue security schemes. Security schemes let you configure visibility of issues in a project. You can read more here

Hi Alexey,

Thanks for this Input.

I have created now a Scheme which restrict the visibility of our Internal Agent Group, Reporter, Assignee and Request Participant.

I think this works for me now.

Thanks a lot

Suggest an answer

Log in or Join to answer
Community showcase
Sarah Schuster
Posted Jan 29, 2018 in Jira

What are common themes you've seen across successful & failed Jira Software implementations?

Hey everyone! My name is Sarah Schuster, and I'm a Customer Success Manager in Atlassian specializing in Jira Software Cloud. Over the next few weeks I will be posting discussion topics (8 total) to ...

2,890 views 12 18
Join discussion

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you
Atlassian Team Tour

Join us on the Team Tour

We're bringing product updates and pro tips on teamwork to ten cities around the world.

Save your spot