Add Organization to Security Level

[Tony Krienke]

Hi,

we are using security levels. One level is that only the reporter and service desk agents have access to the issue.

We recognized - when we this security level, the issue also disappears for customers in the customer portal despite they are in the same organization as the reporter.

It seems to be right of course, because - only the reporter is set up to have access.

But now the question comes up: How can we add the organisation of the reporter too?

That does not seem to be possible  - I cannot find this option.

Does someone have any ideas?

Thanks and best regards,

Tony

[Petter Gonçalves]

Hello Tony,

Per your description, I believe that the way you would like to restrict the issue view (SD Agents - Reporter - other users of the same organization) can be implemented by following the steps below:

- Add to your Security Scheme with the parameter Service Desk Customer - Portal Access

- Restrict your Customers Permissions to only allow the customer to share tickets with other customers in the same organization

[Tony Krienke]

Hi Petterson,

thank you very much for this advice.

Unfortunately this is not a solution for our case. Because what we want to avoid is that Participants have access to the issue. But if we grant "Service Desk Customer - Portal Access" access in the security level then participants also have access.

It doesn't matter how the share request option is set then - I just checked.

Best regards,

Tony

[Petter Gonçalves]

Hello Tony,

Please, correct me if I've not properly understood your last answer, but you can simply remove the Participants field from your project screens if you don't want to share your issues with them since this is the only utility of this field.

If you are using the Participants field only to register who is currently participating on the issue but not sharing the ticket with them, you can simply use another user picker custom field to do it. 

[Tony Krienke]

Hi Petterson,

it is a little more complicated:

We want to use Participants in fact. So we still need the field. But in some cases we want to be sure that they are out after some time (because we now share important information...). For that we thought about using the security level - to say okay NOW they are out. So for that we need this scenario where:

* The Participants are not able to access the issue in the customer portal (be aware du to emails from customers where third parties are cc'ed participants can still appear again)

* People of the same organization should also see the security leveled issue

That is not possible as far as I can see.

Best,

Tony