JSM: users can't access linked tickets (URL directs to project not portal)

[DHDB Sys Admin]

Scenario:

1. Service desk agent adds a comment to ticket A, and the comment includes a link to ticket B.

2. User is a participant on ticket B.

3. While looking at ticket A in the portal, user clicks the link to ticket B.

4. Ticket B fails to load because it's linking to the service desk agent view instead of to the portal view.

How do we make these links open in the portal view?

As far as I can tell, it can be done manually, which means the agent has to open ticket B in the portal, copy the URL from the address bar and paste that into the comment. This seems overly complicated when normally an agent would just type the ticket number directly into the comment and allow Jira to sort it out.

Are there any automated ways to make the link to ticket B open in the customer portal?

[Fabio Racobaldo _Catworkx_ · Accepted solution]

Hi @DHDB Sys Admin and welcome,

this is a known issue and unfortunately for my knowledge there is no workaround.

Agent should apply a link that work on portal side 

https://<site>.atlassian.net/servicedesk/customer/portal/<portalId>/<requestKey> for public comments in order to allow customers to navigate it. 

Hope this helps,

Fabio

[DHDB Sys Admin]

Thanks for the confirmation, I suspected as much.

[Marc -Devoteam- · Accepted solution]

Hi @DHDB Sys Admin 

Welcome to the community.

This is as @Fabio Racobaldo _Catworkx_ mentions.

Explanation is that if agents link issues, the internal issue link URL is used, this URL is only accessible for Agents (licensed JSM users).

Customs can only access their tickets via the portal based on the customer portal url of the issue, if they are the reporter or request participant.

But then the agent would need to specify this exact portal URL in the comment of the ticket.

[Joseph Chung Yin]

@DHDB Sys Admin 

Welcome to the community.  Just as stated by @Fabio Racobaldo _Catworkx_ / @Marc -Devoteam- 

Internal project issues URL is only available to the agents, the agent will need to first add the non reporter as a requested participant for the linked issue and then provide the portal based URL for the referenced linked issue.

Best, Joseph