Permission to access issue linked as duplicate in Service Desk

Question

Hello,

Sometimes we have a reported issue in Service Desk that is common for other users.

for example: Jira is slow.

When other user reports the same problem, we close this one as "duplicates" the original one, but the second user does not have access to the original issue, and is not able to followup the comments and resolution.

I need to add into Request Participants.

I would like to make the original issue accessible to any logged in user.

something like to add jira-users group as Req. Participant (but without email notification off course)

Should be possible to work in permission scheme, or security level to have an alternative for this ?

Flavio Beck · Answer

Hi Krister,

You are right considering this approach about public exposition, but in my case It is a self hosted instance (not cloud). All users are employees.

Service Desk could be a regular jira project, but we choose to use Service Desk to take advantage of UX for non-developers users, and for most cases there is no problem to have reported issues open (accessible) to other users.

Krister Broman _Advania_ · Answer

I would not share data to the public that way, if you are subject to EU GDPR then this is a rather big no no and I consider it bad practice to share data between clients.

I would do it in another way.

Step 1. Check the issue is this a real problem, if so copy issue to Open Project as bug. This should automatically link to the issue, Remove any data that should not be public.

Step 2: Set status on service desk issue to Closed with result as "Bug created".

Step 3: At next issue set issue link and close as duplicate, reference bug to reporter.

Optional: If they have accounts in system, add them to watchers on the Bug issue.

You generally want the servicedesk to flow faster than issues in Jira and in this way you have a way forward and can escalate it according to your internal process.

Another option that could work is to do the same but use confluence, that would then pop up as a knowledge base article when the user types in, if he sees an issue then he dont need to create an issue.