Restrict Agents access based on Issue Type
Platform Notice: Cloud Only - This article only applies to Atlassian products on the cloud platform.
Summary
Do you have Agents on your team who shouldn't be able to access specific Issue Types? Since Jira Service Management doesn't have the feature to setting Issue Security directly to an Issue Type, this article aims to show you how to get around this limitation using Request Type Forms / Automation for Jira.
Environment
Jira Cloud
Solution
Step 1: Create groups for each issue type
First, you need to create groups for each issue type you want to restrict. This will ease how you manage agents when allowing/disallowing access to tickets.
Following the instructions in Create and Update groups to Create a group and Add members.
Step 2: Create a new Issue Security Scheme & Security Levels
Second, you need to create a new Issue Security Scheme, Security Levels and assign the groups to it.
Follow the instructions in Configure issue security schemes to Create an Issue Security Scheme, Add a level security level, and Add members.
It's recommended to add the following groups/roles to your security level; check the reasons below:
User / Groups / Project Roles | Reason |
---|---|
Group (<Group's name>) | This is the group of agents that will be able to see the tickets; you can add more than one if needed. |
Service Project Customer - Portal Access | This allows customers and request participants to be able to access the tickets. |
Project Role (atlassian-addons-project-access) | This allows Automation for Jira to be able to access the tickets |
Step 3: Associate the Issue Security Scheme with your Project
Third, you need to associate this new issue security scheme with your project
Follow the instructions in Configure issue security schemes to Assign an issue security scheme to a project.
Step 4: Setting the Security Level when an issue is created
Next, you can set the security level at ticket creation using Request Form or Automation for Jira; use the proper accordion to your scenario below.