We need to enable agents in one service desk instance to link to tickets in another service desk ins

Question

we se JSM to enable service desk for various departments as separate SD project.

We need to link tickets across projects.

so that the Health and Safety SD agents can link one of their tickets to the jobs their have Logged with the Engineering SD, and with the IT Service desk etc.

It seems that to link a ticket you need to be an agent in the both the SD project that of the issues you are working on and an agent in the SD project for the issue that you are referencing - even when it is on you create (as reporter) through the portal....

I need to enable cross linking, without giving all departments agent level access to all other departments tickets??

Stephen Ironmonger_6h1zh1 · Answer

Hi. Just tried this.

* add role  to JSD

* add user to target JSD project with new role

* edit permissions in target project to give new Role the permission Link/browser issues.

User is project admin in source JSD project.

Didn't seem to work....

Is there anything else I'm missing?

thanks

Stephen Ironmonger_6h1zh1 · Answer

thank you.  I'll try that and let you know how I get on.

Fabio Racobaldo _Catworkx_ · Answer

Hi @Stephen Ironmonger ,

in order to link ticket accross different projects, an agent should have Browse Project/Link Permission in both source and target project.

Hope this clarifies,

Fabio