Allow customers to set security levels in Jira Service Management Cloud

Summary

While request types in Jira Service Management Cloud allow for restrictions, including the security level, there are situations where end-users may need the ability to select their security level directly from the Help Center portal. With the introduction of the Add security level to your request type feature, admins can no longer manually add the Security Level field to request forms.

For detailed instructions on configuring work item security, refer to: Configure work item security schemes.

Solution

To achieve this, you can use Jira Cloud Automation and a Custom Field. For a similar solution, see also Set work item security level automatically with Jira Automation.

To enable customers to set the security level for their requests, follow these steps:

Create a custom field

1. Create a custom field of type Select List (single choice) (for example, "Security").

2. Add options to represent each security level.

3. Add the custom field to the request form.

   • Include the newly created custom field in the request form so customers can select their desired security level.

     

Setup an automation rule to apply the security level

Create an automation rule to set the security level based on the customer's selection using the following

Automation Rule Configuration:

• Trigger: When a work item is created.

• Condition: Use "If-else" conditions for multiple security level options.

  • Example: If Security is <option>.

    

• Action: Edit the work item field.

  • Set Issue Security Level to the corresponding value (for example, <corresponding level>).

    

If you have any further questions or need assistance, please feel free to contact our Support team.