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Authentication issue with Linked Issue in Service Desk/Management

Christian Gieseler

We have a jira software server and a jira service management server running on two different servers.

While users that have jira access and are service management agent can view the Issue Summary

Other users that are only jira users and only have the role of a service desk/management Team member (User is invited as a requested participant) are not able to see the Summary and issue type.

If the service desk team members click on the link they are able to login in and see the ticket.

Is there a way to have the same preview functionality as for the service management agent users. I see no option in the user profile to have any permanent authentication.

Any hint how to fix that and make the preview available?

Accepted answers

Brant Schroeder

@Christian Gieseler

So the users that need to login have a Jira software license on the Jira software server. They also have a license on the service management server but are not associated as an agent on the service management project. So you are adding them as a request participant to view the issue.

Are you concerned with the software team seeing all of the information on the Jira management issue? If the answer is no you could update the permission scheme so a role like user has browse project permission only on the Jira service management project's permission scheme. I believe that this will fix the issue if you have your application link setup to use OAuth.

All comments

I have no cocern that the Jira Software Users see information in the jira Management Portal. It is imply a matter of available licenses.

But you mentioned something that could be the reason. Maybe i did not get the necessary requrements to allow the users the browse the issues.

The Jira Software Users have just a license on the standalone Jira Software server. The jira Service Management Server is in a DMZ as the Customers access it from the outside world. Saying that the Jira Software users do not have license on the Jira Management Server. I just assigned them the role of a Jira Service Desk Team Member so they can log in and i setup the the config according to the documentation given here:

https://confluence.atlassian.com/servicemanagementserver/collaborate-with-other-jira-teams-on-jira-service-management-issues-950813501.html

Do you mean to say that this only works if users have a jira software license on the jira service management server?

The application lilnk setup to use OAuth is set up between both servers

Permission to browse is granted in the project:

And Users have the Service Desk Team Role assigned. And on top of that all single users listed below are also in the group atlassian-users

Do you see anything that is missing in my setup?

Brant Schroeder

Sorry for the delay I have been out of the office. The user has the proper role but does not have a license so this is requiring them to login to the service desk portal to view issue details. If you gave them a license on the server then they would be able to see the issue with OAuth. In this case I am not sure if you have any standard Jira license since it is stand alone service desk so a service desk license would be required.

Christian Gieseler

You are absolutly right that there is no standard Jira licensend user on the Service Management Server (which i know is also based on Jira ). But both instances are connected to the same crowd server and also have an OAuth connection

So i try to be more specific about our setup.

Jira Software with all all the developers having a Jira license on a server 192.168.101.14 (Intranet)

Jira Service Management with only Agents licensed on a server 192.168.2.12 in a DMZ where our customers have access from the internet.

If i get you right you mean to say that the desired behaviour only works if the Jira users are on the same server as the Service Management instance and not if we have a remote instance of Jira Software?

Until now i thought this does not make a difference. Can you confirm my assumption?

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