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  1. Jira Service Management Data Center
  2. JSDSERVER-16254

Ability to Filter Assets Visible in the Service Portal Based on User Role/Group (Object-Level Permissions)

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    • We collect Jira Service Desk feedback from various sources, and we evaluate what we've collected when planning our product roadmap. To understand how this piece of feedback will be reviewed, see our Implementation of New Features Policy.

      Currently, the Service Portal displays Assets based on the Asset Schema. While we want all agents to have visibility of all Assets, we need to restrict the Asset selection available to customers when opening incidents.

      This is to prevent customers from opening incidents for printers/devices they are not authorized to use, ensuring correct routing and accurate reporting.

      We are seeking a solution that allows us to filter the list of Assets visible to customers without requiring the creation of separate Asset fields (e.g., one for agents, one for customers).

      The goal is to leverage the same Asset field but apply a filtering mechanism based on the user's role or group membership. This filtering should occur at the object level, not just at the object type level.

      Use Case:

      • Agents: Can see all printers listed in the Object type
      • Customers: Only see a curated list of printers (a subset of the full schema) when opening a new incident.

      Currently, this can only be achieved by creating a second custom field or another object type.

            [JSDSERVER-16254] Ability to Filter Assets Visible in the Service Portal Based on User Role/Group (Object-Level Permissions)

              Unassigned Unassigned
              7e87200788f9 Hugo Fernandes
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