synchronization of tasks between accounts

Tomasz Bryła

Hello,
I have the following problem. Users can report problems by email and the Customer portal. By sending a message with a problem, the Customer account is created in the system. Some of them also have a Core license account because they work in Jira over tasks. the problem is that when they are logged in to the account with the Core license they can not see the applications that they emailed in the Customer portal. Is it possible for the system to recognize an account by email address and synchronize reported problems between accounts?

Andy Heinzer

Jira Service Desk behaves differently.   Even though a user in the customer role might have a Core license, they are still expected to interact with this issue in the customer portal when this is for a Service Desk project, not via the main Jira site.

Even though the user can login to the main Jira site, Core users do not necessarily have the needed project permissions to even see the issue in the Service Desk project.  And even if they have the project permission, it is possible that their account would have to be added to the requested participants field before they could then add internal comments to an existing Service Desk ticket.

All users in this Jira Service Desk customer role are expected to either access the customer portal or use email to interact with this Service Desk Ticket.  The only exception to this are Jira Service Desk Agents.  Agents have access to these higher Service Desk functions.

I would recommend reviewing Setting up service desk users.  This document explains in more detail the expectation of Core or Software users inside of a Service Desk project and what they can do and what they cannot do.