Issue security levels

The Advanced Portal Reports for Jira Service Management does not currently show issues in the report that have Issue security level set in Jira.

This means that if you have set restrictions to tickets using the Issue security levels in Jira, the Advanced Portal Reports will not display those tickets in the report, even if the user should have access to them.

This is also the case with the general JSM portal search (see Jira ticket for reference: https://jira.atlassian.com/browse/JSDCLOUD-5585). Not being able to see requests with issue security level for customers is a Jira problem to begin with.

In general, issue security levels were introduced in Jira, long before Jira Service Management was created. Their idea is to restrict issues for the Jira users and trying to use them in the JSM portal to restrict standard customers is not their intended purpose. Similar effect can be achieved by not setting Customer Request Type for those issues that should not appear on the JSM Portal.

If you are using Issue security levels, please raise a ticket in our Support center and we will investigate together your exact case to try and offer a workaround.