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Linked tickets not visible anymore when user doesn't have access to ticket?

Christian Happel

We have a service management project for customer support and our support team links support tickets to Jira developer stories.
Our developers don't have access to the support project and therefore to the tickets themselves, but in the past they could see if tickets were linked to their user stories.

Now, they don't see those linkages anymore. Has this recently changed? Is there a way to see the linkages again (without giving each developer a service mgmt license)?

Accepted answers

Walter Buggenhout

Hi @Christian Happel,

As far as I am aware, if you add users that have a regular Jira license to a JSM space on the same site as members of the Service Team role, they should be able to see the JSM tickets (and be able to also see them as linked tickets). They do not require a JSM license, but will have limited permissions on features in the JSM space.

I have not been able to review if anything changed recently in regards to this yet.

Hope this helps!

All comments

Walter Buggenhout

Hi @Christian Happel,

I have not been able to review if anything changed recently in regards to this yet.

Hope this helps!

Christian Happel

Thanks @Walter Buggenhout !!
This did indeed work (our role names are different than "Service Team" but I managed it).
However, we are pretty sure that something must have been changed on Atlassian side recently.

Phil H

This has happened to us as well @Christian Happel

Our team regularly clone and create a link to a ticket in another project using automation. This would show in JSM as a 'Linked work items' with a link to the other project that they could not use due to no access to the other project but at least they knew the link was created.

Sadly, they no longer can see that the ticket has even been linked so people are creating duplicates without even knowing it because they have no visual indicator it is linked.

@Walter Buggenhout - Thanks for that solution but unfortunately that solution means we would have to give everyone who links between projects a view access to those projects. We just want people to be able to see the linked ticket number so they can quote it and also so they know the ticket was created.

Christian Happel

@Phil H So clearly something has been changed by Atlassian then.

If you have automation in place to clone those tickets, maybe that automation can also post a comment with the cloned ticket, so that your users at least know that it got created and linked.

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