Linked Issues between projects not visible for agents

Question

We have projects in JSM for different departmsnts; HR, IT, Finance etc. We have recently implemented a process in the HR project that creates tickets in other departments and links them.

However, unless you are an administrator who can see all projects, or an agent in all the related projects, the linked issues are not visible.

I've ensured the Linked Issues field is on all screens.

I've even tried giving Linked Issue permissions on projects. This allows the creation of a link, but the link is not visible after creation.

For obvious reasons I do not want to give all agents browse permissions on other projects.

I have noticed that linked issues for a Jira project do show even if there are no permissions for that project.

Mikael Sandberg · Answer

That all depends on how you configure your security scheme. But you would need at least two schemes, one that is allowing a wider group to see the tickets and one that limits the access. You can then use automation to set the security level based either on the request type or something other in the ticket that determines who should have access.

Amy Martin_q55lah · Answer

Further to this.. Only one security level can be applied to a ticket. We would want other areas to have only read-only access, while those in the project can work on them.

Amy Martin_q55lah · Answer

Thanks Mikael. This sounds promising.

I thought it odd though that in JSM if there are Jira Tickets linked that I don't have access to the project, I still see the ticket number in the Linked Issue.

The behaviour is not the same for JSM related tickets.