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New JSM request notifications include internal issue links

Malka Jackson [Isos Technology]

Customers are being sent the internal issue link instead of the portal issue link. They are going to the link and being told they do not have access to the issue.

This is after a greenfield migration from Server to Cloud.

So instead of sitename.atlassian.net/servicedesk/customer/portal/6/PROJ-12345 they are being sent to sitename.atlassian.net/browse/PROJ-12345 which they do not have access to.

Any suggestions on where to look? I am not seeing anything obvious in the project settings for the portal under notifications.

Accepted answers

Malka Jackson [Isos Technology]

Thank you everyone for the great answers. After some back and forth with the client and Atlassian we figured out that the customers were being added as watchers. This was triggering the internal links in their emails. Once we curbed the practice of adding customers as watchers in the cloud, this behavior was no longer happening and the customers were back to getting external links.

All comments

Cloudites Owner

I'd start by looking at link variables in the notification template.

Joseph Chung Yin

@Malka Jackson [Isos Technology] -

For your JSM project, go to Project settings >> Customer notifications and look at the notifications setups as a initial place to start.

If you can also provide more details/clarification on "Customers are being sent the internal issue link instead of the portal issue link." - How are customers being provided with the link via email?

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

Brant Schroeder

@Malka Jackson [Isos Technology]

In addition to what @Joseph Chung Yin shared. If you are not able to find the issue in the customer notifications you should take a look at your automation. By default, the customer notifications will link to the portal so someone would have had to change it. I often see someone add a link to an email that is part of anautomation incorrectly and this turns out to be the issue.

Malka Jackson [Isos Technology]

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