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Secure Notes for JSM

Secure Notes for JSM empowers Service Desk users and agents to securely and with peace of mind share confidential information with selected people via end-to-end encryption.

Key features

  • Seamlessly integrates with both the Portal and Agent experiences.

  • Hassle-free encryption ensures that only authorized users can view sensitive information.

  • Two-stage authorization and explicit consent enhance security.

  • Real-time Jira notifications keep users informed.

Installing Secure Notes for JSM

  1. Log in to your Jira instance.

  2. Click Apps on the top navigation bar and select Explore more apps from the dropdown menu.

  3. Search for “Secure Notes for JSM” and click on the app tile.

  4. Click Get app to start installing your app.

  5. Once installation is complete, you’re set to use the app!

Creating a Secure Note

Service Desk user

These steps are from the perspective of a Service Desk user creating a Secure note via the Service Desk project.

  1. Open an issue in your Service Desk project.

  2. Scroll to the Activity section, click Secure Notes, and click Add a secure note.

  3. Fill in the note’s content and select the users who should access your note. Then, click Add note.
    (info) You can add multiple Service Desk users and portal customers to view your secure note.

  4. Fill in the Subscribe to Secure Notes form to register and click Subscribe to proceed using the app’s feature.
    (info) Only the first user who uses the app’s feature will view this form. The consequent users will not have to fill in the form again.

  5. The secure note has been successfully created and is now visible to those with whom the Service Desk user has shared it.

  6. A notification will be sent to the relevant users, and a comment mentioning the users will be added to the issue. For example:
    ”Niro has shared a secure note with Nero and Jonathan. Please click on Secure Notes to view it.”

Portal customer

These steps are from the perspective of a portal customer creating a secure note by raising a request from the portal.

  1. Log in to your account in the Help Center and create a new service request.

  2. Click on the Secure Notes option and, click Add a secure note.

  3. Fill in the note’s content and select the users who should access your note. Then, click Add note.

  4. Fill in the Subscribe to Secure Notes form to register and click Subscribe to proceed using the app’s feature.
    (info) Only the first portal customer who uses the app’s feature will view this form. The consequent portal customers will not have to fill in the form again.

  5. The secure note has been successfully created and is visible to those with whom the portal customer shared it.

  6. A notification will be sent to the relevant users, and a comment mentioning the users will be added to the issue. For example:
    ”Jonathan has shared a secure note with Nero. Please click on Secure Notes to view it.”

Viewing the Secure Note

Service Desk user

These steps are from the perspective of a Service Desk user viewing the secure note in the Service Desk project.

  1. Open the Service Desk issue with the secure note.

  2. Scroll to the Activity section, click Secure Notes, and click the Unlock note button to view the content of the secure note.

    (info) If you are not the intended reader, the access to the Secure Notes will fail, and the Unlock note button will be grayed out.

Portal customer

These steps are from the perspective of a portal customer viewing the secure note on the portal request page.

  1. Log in to your account in the Help Center.

  2. Search for the request with the Secure Note.

  3. Click on the Secure Notes option and click on the Unlock note button to view the content of the secure note.


    (info) If you are not the intended reader, the authorization check will fail, and the Unlock note button will be grayed out.

Deleting a Secure Note

Service Desk user

  1. Open the Service Desk issue with the secure note that you have created.

  2. Scroll to the Activity section, click Secure Notes > Unlock note > Delete.

  3. A pop-up will require you to click Delete again.
    ⚠️ Once the secure note is deleted, it cannot be recovered again.

  4. The secure note is now successfully deleted.

Portal customer

  1. Open the portal request with the secure note that you have created.

  2. Click Secure Notes > Unlock note > Delete on the service request page.

  3. A pop-up will require you to click Delete again.
    ⚠️ Once the secure note is deleted, it cannot be recovered again.

  4. The secure note is now successfully deleted.

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