---
title: "I want to limit user access to Chats tab"
canonical: "https://support.appfire.com/space/CHAT/1945763888/I%20want%20to%20limit%20user%20access%20to%20Chats%20tab"
format: markdown
---
> Macro (aura-html)

> ℹ️ 🤔 **Context:**  A Support Manager manages a Jira Service Management project with many agents but wants only a specific team to handle live chat conversations with customers.
> ℹ️ 
> ℹ️ 🌧️ **Problem:** As a Support Manager, I want to keep the *Chats* tab available in the project but limit access to the actual live chat conversations to a specific group of agents. Not everyone who has access to the project should be able to view or respond to chats.
> ℹ️ 
> ℹ️ ☔ **Solution: **Use Chat for JSM combined with *Jira Work Item Security Schemes* and *Automation* to control who can view live chat work items.

This article walks you through a step-by-step guide to restrict the visibility of specific work item types (such as** **`Chat`) from certain users, groups, and project roles. With this configuration, only selected users, groups, and project roles can access live chats (visible in a **[Chats](https://appfire.atlassian.net/wiki/spaces/CHAT/pages/85663951)**[ tab](https://appfire.atlassian.net/wiki/spaces/CHAT/pages/85663951) in Chat for JSM). 

This setup is ideal for maintaining privacy and scoped access within Jira Service Management.

> 📝 In Chat for Jira Service Management* *(JSM), each live chat is created as a Jira work item, typically with a [work item type](https://appfire.atlassian.net/wiki/spaces/CHAT/pages/127206967) such as `Chat`. So**,** when you configure access to live chats, you actually manage who can view those specific Jira work items. This is important to understand, as the visibility of the **Chats** tab is separate from the visibility of the actual chat content (the Jira work item).

## Step 1: Configure the work item security scheme

1. Go to the **Project settings** of your Jira project where Chat for JSM is enabled. Go to the [Add chat widget to your website](https://appfire.atlassian.net/wiki/spaces/CHAT/pages/87851504) page to learn more.
2. Click **Work Item Security**.

> ⚠️ If you don’t see it, go to **Jira settings **>** Work items **>** Work item security schemes** and create one first. For more information, refer to Jira’s [Configuring issue-level security](https://confluence.atlassian.com/adminjiraserver/configuring-issue-level-security-938847117.html) page.

3. Create a new **Work item security scheme** tailored to your needs (**Users / Groups / Project Roles**).
4. Inside the scheme:
  - Add a **Security Level** (for example, `Live Chat Team`).
  - Define who can see work items at this level:
    - **Groups** (for example, `chat-access-users`, `jira-admins`, etc.)
    - **Reporter** so customers/reporters can still view their own chats.
      You can also add **Project Roles** or specific users, depending on your use case.
5. Associate the **Security Scheme** with the project where Chat work items are being created.

## Step 2: Automatically apply security level via Jira automation

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

1. Navigate to **Project Settings **>** Automation**.
2. Click **Create rule**.
3. Add a **Trigger**:
  - Select **Work Item Created**.
4. Add a **Condition**:
  - Choose Work Item** fields condition**.
  - Set** Work Item Type = Chat**.
5. Add an **Action**:
  - Choose **Edit work item**.
  - 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 Work Item Security`).
7. Turn on the rule.

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

## Outcome

With this configuration:

- All project team members can access the **Chats** tab.
- Only authorized users and the reporter can view the actual Chat work items.

## Helpful resources

- [About Chat for JSM](https://appfire.atlassian.net/wiki/spaces/CHAT/pages/56754200)
- [Get started](https://appfire.atlassian.net/wiki/spaces/CHAT/pages/57212929)
- [Chats tab](https://appfire.atlassian.net/wiki/spaces/CHAT/pages/85663951) & [Chat requests and labels](https://appfire.atlassian.net/wiki/spaces/CHAT/pages/127206967)