How can I restrict specific users to only seeing service requests and not change tickets in Jira?
Asked by Rajan Dangol:

Restrict specific users to only seeing service requests and not change tickets in Jira IT Service Management tool.


Answers:
author: Rudy Holtkamp
body: Hi [@Rajan Dangol](/t5/user/viewprofilepage/user-id/5527757) ,

I just came across a [linkedIn post](https://www.linkedin.com/posts/kennymc_new-feature-in-jira-service-management-activity-7212086265876221952-DYLi?utm_source=share&utm_medium=member_desktop):

**New feature in Jira Service Management** **:fire:** **@channel**

You can now restrict request types:

:dart: ????? ??????????? ??????????? ??? ????????? ????? ?? ???????????  
For example, within an HR service desk, you could display specific request types only to employees based in certain locations.

:closed_lock_with_key: ???? ????????? ??????? ????? ??????? ???? ?? ????? ??? ???? ??????  
Using the HR service desk scenario again, you might restrict offboarding requests to managers alone.

:collision: ????? ??? ??? ??? ??? ???????? ????????  
Support teams will be appreciate that customers can only raise requests that they are authorized to, removing the need for manual filtering and qualification.

Follow these steps to restrict a request type:  
![:one:](https://a.slack-edge.com/production-standard-emoji-assets/14.0/google-medium/0031-fe0f-20e3.png) Go to "Request types"  
![:two:](https://a.slack-edge.com/production-standard-emoji-assets/14.0/google-medium/0032-fe0f-20e3.png) Select the request type you want to restrict  
![:three:](https://a.slack-edge.com/production-standard-emoji-assets/14.0/google-medium/0033-fe0f-20e3.png) Click on the lock icon  
![:four:](https://a.slack-edge.com/production-standard-emoji-assets/14.0/google-medium/0034-fe0f-20e3.png) Choose specific people or groups who can raise this request  
Check out the GIF in the comments to see it in action!

![1719327817875.gif](https://community.atlassian.com/t5/image/serverpage/image-id/332733i2D1E4C132D19D77C/image-size/large?v=v2&px=999 "1719327817875.gif")

comments: author: Sam Knight
body: Thanks [@Rudy Holtkamp](/t5/user/viewprofilepage/user-id/4658304) !

[Here's the blog announcing the changes](https://community.atlassian.com/t5/Jira-Service-Management-articles/Announcing-request-type-restrictions-in-Jira-Service-Management/ba-p/2735416?utm_source=atlcomm&utm_medium=email&utm_campaign=kudos_article&utm_content=topic)


author: Rajan Dangol
body: Thanks Rudy, let me do some testing.

Appreciate your help :)

Thanks,

Rajan


author: Rajan Dangol
body: Hi Rudy,

Would it be the "Issue view" that needs to be amended? Also, it seems, I can restrict who has access instead of who doesn't have access. As, the list of users that needs to view is quite large, is there a way to restrict the users based on the group?

Thanks,

Rajan


author: Rudy Holtkamp
body: Hi [@Rajan Dangol](/t5/user/viewprofilepage/user-id/5527757) and welcome to the community,

So you have two requirements:

1. Specific users may not change tickets
2. Specific users may not see (all) tickets

For 1. you can create a role called 'viewers' and assign only the browse project permission to that role. You can also opt for adding comments/attachments. But with these permissions they an definitely not edit the ticket.

One note if the specific users do not have a JSM license, but only a Jira license and they have the (default) role 'Service Desk Team' they can only see issues and create internal comments on the issues. I did not add it above, because they might have a JSM license for other JSM projects.

For 2. you can only make use of [issue security schemes](https://support.atlassian.com/jira-cloud-administration/docs/configure-issue-security-schemes/). Create a security level and add the users (via a role) who may see all issues. Then create an automation rule that sets this security level for all issues except for the one these specific users may see.

The combination of both should cover your requirements.

comments: author: Rajan Dangol
body: Hi Rudy,

Thanks for your update. "Specific users may not change tickets", I was referring to change request tickets within Jira IT service Management tool. For point 2, during the creation of the ticket or after it has been created, we need to select the issue security scheme isn't it? Or can we assign it when they request for an access through Groups?

Thanks,

Rajan


author: Rajan Dangol
body: For example, this group A can see both service request and change tickets.

Group B, however, should only be able to see service request tickets.


Tags: cloud

jira-service-management

jira-service-management-cloud