Hi, Our customer service team collects suggestions from customers through JSM. They check if the suggestion is already an idea in JPD, and if it is, add it to the idea as an insight with a link to the original JSM issue. The customer service team has a Contributor role in JPD. When someone with a Creator role adds an insight with a JSM issue link to an idea, in the JSM issue, the idea will automatically be reflected as an issue link ("added to the idea"). Insight in idea in JPD: Automatically created link in JSM issue: However, when someone from customer service (Contributor role) does the same, the link will not be created in the JSM issue. This makes it impossible for CS team members to see if they've already added a JSM issue to an idea, and they also cannot see from the JSM issue if their idea has been considered. Is there a possibility of allowing users with Contributor roles to add an Insight and make this visible as link in the JSM issue?

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Issue link between JPD Idea and JSM Issue added as Insight

Johannes Wiedmann

Hi,

Our customer service team collects suggestions from customers through JSM.

They check if the suggestion is already an idea in JPD, and if it is, add it to the idea as an insight with a link to the original JSM issue.

The customer service team has a Contributor role in JPD.

When someone with a Creator role adds an insight with a JSM issue link to an idea, in the JSM issue, the idea will automatically be reflected as an issue link ("added to the idea").

Insight in idea in JPD:

CleanShot 2024-02-05 at 20.56.56@2x.png

Automatically created link in JSM issue:

CleanShot 2024-02-05 at 20.55.14@2x.png

However, when someone from customer service (Contributor role) does the same, the link will not be created in the JSM issue.

This makes it impossible for CS team members to see if they've already added a JSM issue to an idea, and they also cannot see from the JSM issue if their idea has been considered.

Is there a possibility of allowing users with Contributor roles to add an Insight and make this visible as link in the JSM issue?

Accepted answers

Rohan Swami

hi @Johannes Wiedmann thanks for raising this, it's a use case we haven't thought of. Agreed that the Contributor behaviour should be the same as the Creator. I'm adding this to our backlog to fix.

All comments

Rohan Swami

hi @Johannes Wiedmann thanks for raising this, it's a use case we haven't thought of. Agreed that the Contributor behaviour should be the same as the Creator. I'm adding this to our backlog to fix.

Marc -Devoteam-

Hi @Johannes Wiedmann

Unfortunate this is not possible as only JSM agents (licensed) are able to do this. Contributors on JSM only contribute to an issue, but are not able to execute a link action.

Johannes Wiedmann

Thanks for the feedback @Rohan Swami , I hope to see the fix soon and am looking forward to this.

Johannes Wiedmann

It's actually the other way around in our scenario: The JSM Agent (full license) is a Contributor in JPD. By definition, they can add Insights to ideas; however the ideas then don't appear as links in JSM (although the agent has full rights there and is able to execute the link action to any other non-JPD issue).

Rohan Swami

hi @Johannes Wiedmann we've discovered that this very difficult to fix so we will not be prioritising it for now. If a user has licensed access to Jira Software or they are a JSM agent they will be able to add the issue link, but we are unable to support this for Contributors without that other access in the short term.

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