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  1. Jira Service Management Cloud
  2. JSDCLOUD-3744

Restricting agents from viewing reports on JIRA Service Desk projects.

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    • Our product teams collect and evaluate feedback from a number of different sources. To learn more about how we use customer feedback in the planning process, check out our new feature policy.

      NOTE: This suggestion is for JIRA Service Desk Cloud. Using JIRA Service Desk Server? See the corresponding suggestion.

      Customer wants to restrict access of his agents to reports on JIRA Service Desk projects by setting different permissions to certain reports.

      Update - 28th September 2022

      We appreciate the merit of this issue. As JSM is expanding to non-IT teams, we recognise the need for non-IT teams to have autonomy and privacy in managing their projects and tickets. We aim to resolve this strategically as part of the long-term roadmap. However, at the moment we will not be able to share a concrete timeline. 

      Thanks,

      JSM Team.

            [JSDCLOUD-3744] Restricting agents from viewing reports on JIRA Service Desk projects.

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            Assignee Original: Yuval Refaeli [ b5af275868a6 ]

            Severin Sutter added a comment -

            Hello all

             

            According to new Data Protection Laws and as well as the Usage of Atlassian AI being promoted, I think there should be put more emphasis on the restriction of Data View Access for certain User Groups. 

             

            Following Example:
            Imagine you use JSM and your Agent gets a very Bad Satisfaction Rating on his ticket and a bad comment. There is no option to delete the comment and satisfaction rating, other than deleting the whole Ticket or creating a Ticket with Atlassian for deleting the satisfaction record. And then somebody who is agent and maybe in a leading position uses Atlassian AI to get a summary of all Agents who have received a one star rating or a bad comment on his Ticket. 

            Is there any workaround, or possibility other than straight away deleting records from JSM to prevent abuse of such data?

             

            Kind regards, 
            Severin

            Severin Sutter added a comment - Hello all   According to new Data Protection Laws and as well as the Usage of Atlassian AI being promoted, I think there should be put more emphasis on the restriction of Data View Access for certain User Groups.    Following Example: Imagine you use JSM and your Agent gets a very Bad Satisfaction Rating on his ticket and a bad comment. There is no option to delete the comment and satisfaction rating, other than deleting the whole Ticket or creating a Ticket with Atlassian for deleting the satisfaction record. And then somebody who is agent and maybe in a leading position uses Atlassian AI to get a summary of all Agents who have received a one star rating or a bad comment on his Ticket.  Is there any workaround, or possibility other than straight away deleting records from JSM to prevent abuse of such data?   Kind regards,  Severin
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              epereira@atlassian.com bpevandro (Inactive)
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