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Permissions issue - linking JSM tickets to regular work items

Antonio Marusic

Goal: I want JSM customers to be able to link JSM tickets in their regular work items, in other various spaces

Problem: I am unable to give them this permission to any role outside of JSM agent or admin

Additional info:

When I try giving service desk customers ability to link issues I get this error The permission 'LINK_ISSUES' can't be granted to 'Service Desk Customers'.
This should be available for my cloud instance as per JSDCLOUD-3816 and my permissions

Screenshot 2025-12-02 at 13.47.38.png

But any role other than agent or admin gives users this error

image (2).png

I'm not sure if I'm doing anything wrong or misunderstanding JSDCLOUD-3816

I'm willing to provide any info needed in order to assist me with this.

Thank you in advance

Accepted answers

Marc -Devoteam-

Hi @Antonio Marusic

Issue linking is only possible for licensed users.

So you don't need to be an agent, but you need a Jira license.

Customers have no permissions in Jira as well, except if granted a Jira license.

All comments

Marc -Devoteam-

Hi @Antonio Marusic

Issue linking is only possible for licensed users.

So you don't need to be an agent, but you need a Jira license.

Customers have no permissions in Jira as well, except if granted a Jira license.

Antonio Marusic

Hey @Marc -Devoteam- thanks for the quick reply

What specifically do you mean by licensed users? The users I'm mentioning are all part of our company, they have Jira accounts and we pay for each one of those. Is there something that we're missing?

Marc -Devoteam-

Hi @Antonio Marusic

Have you granted this group the role Service Desk Team on the JSM project?

Melbrin NGOUILOU

Hi,

In order to link an issue, the customer must see it. For a customer this roughly means that he created it.

For example customer A creates ticket A.
Customer B creates ticket B and try to link ticket A. This won't work as the customer B doesn't see the ticket A.

In jira this is different, as the agents can see all issues (if there's no security scheme activated obsviously), so then always can link.

Trudy P Claspill

Hello @Antonio Marusic

Welcome to the Atlassian community.

Reviewing the issue you referenced it does not mention giving the permission specifically to Customers. It mentions only giving it to "users" that don't have a JSM Agent license.

I see that the comments in it indicate it was fixed by the solution for https://jira.atlassian.com/browse/JSDCLOUD-7995

In that issue the problem was that "Collaborators" could not create links between JSM issues and other issues.

A Collaborator is a person that has a Jira User license but not a JSM Agent license, and has been added to the Service Desk Team role in the JSM project. Collaborators then have limited access to interact with the JSM issue.

So, it would seem that your issue could be fixed by adding those licensed Jira users, who are also Customers of your JSM project, to the Service Desk Team role in the JSM project. That does not give them a JSM Agent license, but it would allow them to see the JSM issue data from within the Jira UI, not just from the JSM Customer Portal. They would then link the issue through the Jira UI, not through the JSM Customer Portal.

I'm not sure if that is an acceptable solution to you. You might have to add Issue Security to the JSM project if you want the users limited to seeing only issues with which they are directly involved. And it would enable them to see Internal Comments and other fields that are not normally visible through the Customer Portal.

Antonio Marusic

Hey @Marc -Devoteam-

No, that's what I'm (ideally) trying to avoid. That's what I meant when I said that I would like to allow "Service Desk Customers" to link issues. The other two JSM roles (Service Desk Team and administrators) are able to do that by default

Theoretically, I need a role/permission/something that has view only access over all JSM tickets so that they're able to link the issues

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