JSM Portal Links forward to JIRA - No Access for customer

Christian Sprenger_2ux4f4

JSM/JIRA V10.3.4 #100300004 DC

 

Our Agent commented for the customer and linked some ticket as reference

This is "JIRA-View/Agent View"

Now, the customer sees that in the JSM Portal

When they now click on the ticket link, they have "No Access" to the ticket, as the main link goes to the Agent/JIRA ticket

 

 

Is there a setting in JSM that "portal links" are automatically links as portal links and not "origin" links?

 

Jeroen Poismans

Hi Christian and welcome to the community!

First: Are these work items your agent is referring to JSM requests ie are they in a Service project or not?

If not, that won't work. Customers can not see non-portal work items, since they don't have access to Jira.

If they are requests from a Service project, your agent cant just take the url in the browser when he is looking at the work item in agent view. Here is what you should do:

• Go to a request in the portal
• Take a look at the URL, it will have a fixed part + an issue key part
• If the agent shares these URL's with a customer for the requests, they should be able to see these request

Above of course only applies if the customer has access to these particular requests.

Jeroen