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Subtasks for external users: Best practices?

Hi, I have a project where the customer wants the service desk agent to be able to create subtasks for external users (third party companies, etc.), but the external user should only gain access to the subticket only and not see all the other tickets in the project.

I wanted to try the collaborator option, but this doesn't work since the subtasks need to be assigned to the external users.

The only way to assign tickets to external users is to make them part of the service desk team, but this also means they'll be able to see everyone else's tickets in the project.

Any ideas or best practices on how to make this possible without giving external users access to all the tickets in the project?

1 answer

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Brant Schroeder Community Leader Apr 22, 2021

@Yahya Dodin 

You can setup issue level security.  You can give all agents access to all issues but set it up so that the collaborator (Jira license) on has access to issues they are a watcher on.  By making them a collaborator they will also only be able to post internal comments.  You could also make a custom field that you could assign the user to and use that on the issue level security.

Thank you so much, @Brant Schroeder

This was really helpful!

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