How to restrict Jira Software users access to Jira Service desk?

[Maria Antonova]

My organisation currently uses Jira Software and Jira Service desk (Cloud). Both have projects used for different purposes.

I have a subset of users who have Software license, and therefore have access to Jira Service Desk from Service Desk agents view (without being Collaborators or having any specific permissions assigned to them). They can't comment, yet, if they raise a request via Help Center, when they receive a reply notification, they automatically get navigated to Service Desk agents view, where they can't perform any actions.

I would like them to be restricted to interact with Jira Service desk only from Help Center view, unless they have Collaborator permission (or any other permission). How can I do that?

[Mike Rathwell]

uHi @Maria Antonova ,

I am merely guessing from the symptoms cited, but it FEELS like you have a Users and Roles or a Permission problem. Again, also a guess from symptoms but given I have a similar environment (server, not cloud) where the JSD customers get sent the portal view to their ticket rather than the "browse" detail view that JSD Agents get.

Perhaps have a look at the Users and Roles and make sure your broader group of humans (jira-users) are either in the Users or Service Desk Customer role and that your permission set has that group with the portal view permission. It may well be if the broader user base is mis-characterized, that Jira is sending a link that is not suited to the target (again, only a guess)

Hope this helps.