The original URL of a moved ticket now resolves to error message instead of the new URL

[Paul Schmitz]

We have several company-managed projects in Jira Cloud. One project is JSM and used as a portal where tickets are manually triaged and moved to the relevant (non-JSM) projects. In former times the portal URL would auto-redirect to the new ticket, but recently the portal URL started redirecting to an error message saying "Something bad happened - This request has been moved to a project you don't have permission to view". As far as I know there is no 'View work item' permission, only the 'Browse Projects', which all internal users have on both projects.  Any advice or clues would be appreciated!

[Chris Rainey · Accepted solution]

Hi Paul,

Just to confirm, all internal users have both JSM Customer access to the help center and Jira product access, as well as the Browse projects permission to the Jira projects?

[Paul Schmitz]

All staff have the Users role for both projects, and the Users role has Browse Projects permission for both projects.

[Paul Schmitz]

(Internal) Customer access to the JSM project is set to use approved domains. Confluence and Jira are set to the User role, and the JSM app is set to Customer. All staff have the Service Desk Customer role on the JSM project. 

[Chris Rainey]

Understood! Do you happen to have any Work Item Security applied on the work items once they move to a Jira project? 

[Paul Schmitz]

Neither of these projects have a work item security scheme. The only project we have that uses one is for human resources.

[Chris Rainey]

Hey Paul,

I just tested this in my environment and my behavior was the same as yours.

When I moved the work item from a JSM project to a Jira project and attempted to use the old help center URL for the work item, I was met with the same error message. However, when I used the internal JSM work item URL, I was successfully redirected to the work item in the Jira project.

When I moved the work item back into the JSM project and attempted to use the old help center URL for the work item, I was redirected to the new help center URL for the work item.

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I believe I also recall this working in the past but I can't find anything about if Atlassian has made a recent change to the help center work item URLs. 

I have also checked JAC and unfortunately can't find anything there either. 

[Chris Rainey]

To follow up, I think leveraging Atlassian Support would be best at this time to find out if this is a bug or if this is intended. Sorry I couldn't be of more help here.

[Paul Schmitz]

Thanks kindly, Chris! I appreciate the confirmation of my own troubleshooting -- the documentation can be a real maze, and the changes are coming thick and fast. I'll follow up with Support.