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How to restrict issue type created from Chat for JSM to "Users / Groups / Project Roles"

How to restrict issue type created from Chat for JSM to "Users / Groups / Project Roles"

Owned by Satti Sai Satya Raghavendra
Last updated: Jun 11, 2025 by Derya Özdemir

By default, each live chat in Chat for JSM is created as a Jira issue, typically with an issue type like Chat. If you want to control who can see these Chat issues, you can use Issue Security Schemes to restrict visibility to specific users, groups, or project roles.

This setup ensures that:

  • The Chats tab remains visible to all project members.

  • Only authorized users and the customer (reporter) can see and interact with the chat issue content.

  • Your privacy and access scope remain tightly controlled within Jira Service Management.

In Chat for JSM, each live chat is created as a Jira issue, usually with an issue type like Chat. So, when you configure access to live chats, you actually manage who can view those specific Jira issues. This is important to understand, especially for new users, as the visibility of the Chats tab is separate from the visibility of the actual chat content (the Jira issue).

On this page:

On this page:

Step 1: Configure the Issue security scheme

  1. Go to the Project settings of your Jira project where Chat for JSM is enabled.

  2. Click Issue Security.

If you don’t see it, go to Jira Settings > Issues > Issue Security Schemes and create one first. For more information, refer to the Jira documentation.

  1. Create a new Issue Security Scheme tailored to your needs (Users / Groups / Project Roles).

  2. Inside the scheme:

    • Add a Security Level (for example, Live Chat Team).

    • Define who can see issues at this level:

      • Groups (for example, chat-access-users, jira-admins, etc.)

      • Reporter so customers/reporters can still view their own chats.

        image-20250413-100115.png

        You can also add Project Roles or specific users depending on your use case.

  3. Associate the Security Scheme with the project where Chat issues are being created.

Step 2: Automatically apply security level via Jira automation

To ensure the correct security is applied automatically when a Chat issue is created, follow these steps:

  1. Navigate to Project Settings > Automation.

  2. Click Create rule.

  3. Add a Trigger:

    • Select Issue Created.

  4. Add a Condition:

    • Choose Issue fields condition.

    • Set Issue Type = Chat.

  5. Add an Action:

    • Choose Edit issue.

    • Select the field Security Level.

    • Set the value to the level created earlier (for example, Live Chat Team)

  6. Save the rule and give it a clear name (for example, Apply Chat Issue Security).

  7. Turn on the rule.

    image-20250413-100200.png

Your final automation rule will now ensure that the correct security level is applied immediately to every newly created chat issue.