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Automate Your Way to Visibility Controls with Extension for Jira Service Desk

Atlassian, Jira Service Desk, ITSM

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As a Platinum Solution Partner for Atlassian, Isos Technology receives all types of requests, requirements, and use cases from our clients on a daily basis. Our job is to talk through solution options and recommend the best course of action for their business needs. One commonly recurring requirement or need within Jira Service Desk (JSD) is the ability to control the visibility of various things, such as...

  • Who can view a specific Customer Portal
  • Who can view a specific field on a request
  • Who can view a specific Request Type on a Customer Portal

 

Extension for Jira Service Desk

While JSD doesn't have built-in methods to easily or fully meet the above needs, I'll show you a simple way to accomplish these requirements using Extension for Jira Service Desk (E4JSD), an app developed by Deviniti, which comes bundled with a slew of other extremely useful features. I'll list some of those features below to give you the full picture of what this app provides. Here are a few things you can accomplish with E4JSD:

As you can see, this app adds a ton of extra functionality to JSD, so it's one I will often suggest to clients who need to customize or take their JSD to the next level! Another thing I love about the app is that it is super easy to use. You can control everything through the UI and there's no need to have knowledge of the technicalities of how these mechanisms work.

Let's jump into how to control the visibility of portals, request types, and fields in your JSD instance with E4JSD!

NOTE: At this time, these features are only available for JSD Server and Data Center.

 

Visibility of Customer Portal

Let's explore how we can lock down a specific JSD Customer Portal to be visible to only a certain group of people.

  1. Go to the JSD Project you want to lock down
  2. Select Project settings > Visibility in the Extension for Jira Sidebar
    image2020-6-4_10-28-0
  3. From the Visibility Page, select the Customer Portal Optionimage2020-6-4_10-29-44
  4. Now all you have to do is select the group(s) which will have an access to this project!

As you can see, you can set this up in less than a minute, and it will accomplish our goal of restricting the visibility of an entire Customer Portal. Only those groups you add will have visibility, while everyone else won't!

 

Visibility of Request Types

Next, let's discuss how we can lock down certain Request Types within a particular JSD Customer Portal to be visible only to groups that we define. A common use case for this is that I want to create request types for different teams or users in the same JSD.

  1. Go to the JSD Project you want to modify
  2. Select Project settings > Visibility in the Extension for Jira Sidebar
    image2020-6-4_10-28-0-2
  3. From the Visibility Page, select the Request Types Option. From here, you can see all of the visibility rules for your request types. You can click on the pencil icon on the right of each rule to edit who can see the request type, or you can click on the trash icon to remove the selected request type visibility rule.

    Screen Shot 2020-06-04 at 10.36.11 AM

  4. To create a new request type visibility rule, click Add, and then select the Request Type and groups that should be able to see that Request Type on the Portal:
    image2020-6-4_10-35-39

Again, this can be done in less than a minute! Amazing!

 

Visibility of Fields

Let's talk about how we can lock down certain fields within a certain JSD Customer Portal request to be visible only to groups that we define. Remember, this will not apply to the fields when issues are created directly in Jira. Only their visibility is affected on the customer portal.

  1. Go to the JSD Project you want to modify
  2. Select Project settings > Visibility in the Extension for Jira Sidebar
    image2020-6-4_10-28-0-2
  3. From the Visibility Page, select the Fields Option. From there, you can see all of the visibility rules for your fields, per request type. You can click on the pencil icon on the right of each rule to edit who can see the field for that request type, or click on the trash icon to remove the selected field visibility rule.
    image2020-6-4_10-44-15
  4. To create a new field visibility rule, click Add, and then select the field you want to lock down and the specific request type you want that visibility rule applied to. Also select the groups that should be able to see the field on that request type in the Customer Portal.
    image2020-6-4_10-44-40

Again – super easy! 

 

JSD Made Even Better!

Like I mentioned in the beginning of this blog, sometimes controlling the visibility of things like fields or request types in JSD is a valid business need. Doing so would make JSD work that much better for your organization. Luckily, utilizing E4JSD, we can easily set up restrictions on who can view things like Customer Portals, fields, request types, and even field options within a JSD project.

I hope you have found this useful, and as always...Happy Automating!

 

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TAGS: Atlassian, Jira Service Desk, ITSM

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