I'm having issues with sharing tickets to another user on Jira Service Management

[Mark Francis Parallag]

Has anyone encountered issues on sharing tickets to a customer on JSM?

1. I am an agent, I share the ticket to another customer to fill-out forms.

2. An email notification was sent to the customer with link, i supposed should be directed to the ticket.

3. The customer clicks the link, but instead of directing him to the ticket,  it directs him to the help center.

Any resolution?

[Dirk Ronsmans · Accepted solution]

Hi @Mark Francis Parallag ,

To piggy back on Jimmy's reply, how exactly do you share? Do you

• add the person as a Request participant or go to the portal and add the customer there thru the share option
• use the share icon in the top right corner of your issue?

If your reply is the 2nd option then you are just sending the customer the internal link of the issue which is ment to be used to share issues with other agents. That option will not grant the customer or any user for that matter access to the issue, it will just email a link to the issue.

If someone without access then clicks on the issue they will just be rerouted to the portal as you mention.

The way to share something with a customer would be to add that customer in the "Request Participants" field.

(I know it's confusing that there is another "Share" link which doesn't do much besides just sending a link)

[Mark Francis Parallag]

Thanks Dirk for your response.

I have an automation that adds the customer as a participant. 

then i click the share button on the upper right side of the screen. and put in the email.

Please see attached.

Test Manager is added as request participant

and I am sharing the ticket to Test Manager

[Dirk Ronsmans]

Hey @Mark Francis Parallag ,

So if you add them as a Request participant they should be able to view them on the portal. if the customer (cause that is what they are classified as if they only have portal access) goes to "my requests" on the portal they should at least see the ticket there.

However, if you share it thru the top right corner button:

the link would look something like

https://<hostname>.atlassian.net/browse/<issuekey>

where as when you take the link from the customer notification it would be something like

https://<hostname>.atlassian.net/servicedesk/customer/portal/<id>/<issuekey>

The distinction in the url would tell the system where to direct the user and what type of user they are (customer vs agent).

Now if they don't have a license they would be told that they cannot access the instance, the fact that they are redirected to the help center is the odd thing here.

Could you at least have the customer verify that if they go to the "My requests" section (top right corner on the help center) that they can find the ticket that was shared with them? This way we could at least know they have access to the project and also the ticket itself before we dive too deep in to how it was shared.

[Mark Francis Parallag]

I'm sharing it to a customer not an agent.

they receive an email notification that looks like this:

there are 3 links embedded on this email. if a customer clicks on the ticket number or onboarding, it takes the customer to the portal. If an agent clicks it, it goes directly to the ticket. It's a weird behavior

 Is there a way to change it so that the customer will automatically be directed to the ticket and not just the portal?

[Dirk Ronsmans]

Yeah, if you look closely in the masked url you can see it uses:

https://arrowresources.atlassian.net/browse/AI-982 which is indeed the Agent/backend url for the issue. That is because it was shared with the share option on the top right corner (which is not the one that should be used for customers for the reasons you are seeing)

I would also hope it would just redirect the customer to the portal and directly the ticket then but that is not the case. Sometimes they get an error that they don't have access to the ticket (as it tries to use an agent view) and something you get your behaviour.

You should actually be using the "customer notifications" of your project which would trigger immediately if you add the request participant (if enabled of course) that mail would contain the correct link.

You could also use the "open this request in the portal" link on your issue and email them that link but that's just extra hassle.

The way the sharing is set up is super confusing and not really consistent but imho the reason why your customer is not getting to the correct ticket is due to the usage of the wrong url (and some bad redirecting by Jira)

I found one issue describing your behavior exactly 

https://jira.atlassian.com/browse/JSDCLOUD-8277

And there do seem to be several suggestions/issues about this open on the public tracker:

• https://jira.atlassian.com/browse/JSDCLOUD-9348
• https://jira.atlassian.com/browse/JSDCLOUD-4796
• https://jira.atlassian.com/browse/JSDCLOUD-4118
• https://jira.atlassian.com/browse/JSDCLOUD-503
• ...

So while the behavior is to be expected, I suggest you also open a ticket for this at https://support.atlassian.com/contact to further bring this to the attention. 

For now, your solution would be to either

• manually share them the correct link (don't use the Share option from the agent view)
• make sure your customer notifications are working correctly so they recieve the right link when you add a request participant (https://support.atlassian.com/jira-service-management-cloud/docs/set-up-notifications-for-your-customers-and-team/)

[Mark Francis Parallag]

Thanks Dirk for your help. will raise a ticket to Jira.

[Dirk Ronsmans]

Be sure to also post the issue number here if you get a new bug/suggestion opened for it.  That way we can also like/vote/watch it so it get's more eyes on it.

[Jimmy Seddon]

Hi @Mark Francis Parallag

Have you made sure that the other customer is request participant on the ticket you sent them a link to?

the behavior you have described sounds like they don't have permissions to view the ticket in question.

I hope that helps!

[Mark Francis Parallag]

Hi Jimmy thanks for sour response.

yes, they have been added as a participant prior to sharing.