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Change permissions so that customers of service desk are able to view linked issue

aline.bertrand

Hello!

We have set up automation for service desk to an other one of our boards and are using linked issues.

Currently, service desk is set up for our employees, and they are not able to click on the linked issues, it does not bring them to the created ticket on the specific board.

How do we change those permissions?

Screen Shot 2019-11-25 at 9.40.18 AM.png

Accepted answers

Victor Mutambuki

Aline,

Is linking turned on? Do users have link permission in the permission scheme associated with the service desk?

Victor

Olga Videc

Hello @aline.bertrand

I agree with everything that Victor and Nic said.

Just a quick question do your employees have service desk licenses?

How do they access the service desk, trough the customer portal?

If they access trough the customer portal you will need an extension for service desk called

"Extension for Jira Service Desk" so you can reveal issue links to customers.

BR, Olga

All comments

Victor Mutambuki

Aline,

Is linking turned on? Do users have link permission in the permission scheme associated with the service desk?

Victor

aline.bertrand

Hi @Victor Mutambuki , yes linking is on. And I know it's an issue of permissions I just can't figure how to set it up.

If I set them up as "administrators" in service desk, then they can click on the link, however then they have access to the entire service desk interface and we don't want that. Right now, they can see the created issue however it doesn't show up as an actual clickable link.

Nic Brough -Adaptavist-

The people following the link need to have "browse project" permission in the project the issue being linked to is in. In this case, the "REACH" project.

Olga Videc

Hello @aline.bertrand

I agree with everything that Victor and Nic said.

Just a quick question do your employees have service desk licenses?

How do they access the service desk, trough the customer portal?

If they access trough the customer portal you will need an extension for service desk called

"Extension for Jira Service Desk" so you can reveal issue links to customers.

BR, Olga

aline.bertrand

Hi Olga,

Yup already using the extension, the linked issue shows up - it's just not clickable right now. And they use it through the customer portal yes and we added them to the service desk license.

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