Is there a way to let all users see a particular type/category of incident?

[Ryan Steed]

https://support.atlassian.com/opsgenie/docs/incident-visibility-and-action-permissions-for-responders/

We are a cloud platform team and we have recently given the developer teams the ability to create incidents for our team, if they suspect there is a platform related issue. The problem that we are encountering is once the person creates an incident, they lose all visibility to it.

The support doc above makes it seem like the only options for viewing incidents is at the user level. Either a user has privileges to see all incidents, they're part of the responders, or they can't see an incident. We would like to be able to set view privileges at the incident level so that:

A: Either the team that created an incident can see the incident, the status, and any updates

OR

B: Everyone can see the status of a particular incident.

Ideally we would like to not enable the entire org seeing all of our incidents, and just limit it to those that are created through this particular API. But if we need to make all of our teams incidents visible to the entire organization, we can. I'm not seeing a way to do that either. The caveat is that if we go this route where everyone can see our incidents, we would like to limit them to "read only" so that they can't close an incident for us.

[Mubeen Mohammed · Accepted solution]

Hello @Ryan Steed 

Thank you for contacting the Atlassian Community! this is Mubeen from Opsgenie support team.

I am assuming your developer team is creating incidents using the Incident API option. Correct me if my understanding is not valid. Your understanding is correct Opsgenie responders with default user rights will be able to see all incidents on their accounts. If you want to restrict the users to view only a specific set of incidents and have view restrictions on other incidents then please follow the below options.

- As specified in the document you are required to create a custom role with restrictions to not view all Incidents and add the developer team users to Opsgenie instance with this newly created role. 

- Once the users are available in Opsgenie then every time an incident is created those users need to be part of that incident as Responders to view that specific Incident. With that the users added as responders with the custom role will only view the incident created with them and no other incident from your Opsgenie instance. 

I hope the details provided are helpful.

Regards
Mohammed Mubeen

Cloud Support Engineer