Collaborator Role in JIRA Service Desk

[Benson_So]

Currently we are using a set of Atlassian products linked by Application Links using JIRA internal directory with the following version numbers:

- JIRA Service Desk 4.0.2
- Jira 8.0.2
- Confluence 6.13.1

What we want to do is to allow a "non JIRA service desk agent" user to view the service desk issue and comment internally by adding a user to the "Service Desk Team" Role in a JSD project following the instruction in the "Collaborators in Jira Service Desk"section in this article https://confluence.atlassian.com/confeval/jira-service-desk-evaluator-resources/jira-service-desk-agents-customers-and-roles?_ga=2.9187570.633156683.1591609518-711230005.1578665177
When I tried to view a JSD issue by the link https://{JSD URL}/browse/DP-7 as the "non JSD agent" user, I will be redirected to the customer portal instead of viewing the issue.
May I know the potential causes for this redirect behaviour? Is there any guideline for setting the "collaborator role in JSD v4.0.2?

[Hernan Halabi - Elite IT Consulting Group]

Hello @Benson_So keep in mind that the collaborators are users that have browse project permissions and would certainly need to have permissions to add comments as well. Make sure that the permission scheme grants those permissions to the roles you are using. With that in place I would expect the users to be able to see the issues internally and not from the portal as customers

[Benson_So]

thank you for reminding me about that.