Can a customer still see their ticket if moved from a project in Service Desk to Core?

Mason Kolbeck

If a customer creates a ticket in service desk, and it is moved to a corresponding project in Jira Core, is there any way they can see it without making a Jira Core account for that customer? Is there a way to set up Service Desk to automatically allow a customer access to a project in Jira Core if their ticket ends up there?

Wazza

Hi @Mason Kolbeck,

No, it's not possible at present to grant a Service Desk customer access to a JIRA Core project without adding them as a full user. Service Desk Cloud does however come with a function that allows your agent to Create a linked issue directly from the Service Desk issue. This will allow you to create an issue in a JIRA Core project linked to the the Service Desk request. You can then set up automation to comment on the Service Desk request when the linked issue is transitioned.

Hope that helps.

Warren