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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?

Accepted answers

Dirk Ronsmans

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)

All comments

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!

Dirk Ronsmans

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 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

Hi Jimmy thanks for sour response.

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

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?

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