Restricting tickets

[Jack Charnley]

Hi there! Hope everyone is well.

I have a question where I hope someone can help!

I am looking to add a user to JSM however I only want this person to have access to a certain customers tickets, is this possible to do as we do not want them to see all tickets for all clients due to data protection.

thanks all! 

Jack

[John Funk]

Hi Jack,

Another way to do this is with issue level security. 

[Max Foerster - K15t]

Hey Jack,

In my opinion, the fastest and most straightforward solution would be to manually add the person as a requested participant to the specific issues. Then they are a customer in your portal and can access the portal view of those tickets. That way, you also ensure that no internal comments are available to the person. Or do you plan to give the person access to the "internal" view in JSM?

Best, Max

[Jack Charnley]

Hi Max,

So I want this person to be able to see internal comments.

Essentially they would be a contractor working with the client so would need to see all tickets and comments for said client, however as we have multiple organisations set up under the project we don't want them to be able to see all of the organisations queues, just the org that they are working with.

Thank you,

Jack

[Jack Charnley]

Hi @Max Foerster - K15t 

Just wondering if you had seen the above and had any suggestions at all.

thank you :) 

Jack

[Max Foerster - K15t]

Hey @Jack Charnley

It sounds like you would like to be able to restrict specific queues to your contractor. Unfortunately, Jira Service Management does not support restricting queues, so the contractor will be able to see all queues even though they probably will be empty.

You should do some research on the Atlassian marketplace for third-party apps that enhance the queues in JSM. 

Best, Max