JIRA Software User accessing a Service Desk Issue

Question

Hi Team,

I am facing the following issue.

I am trying to add a collaborator (Since SD 3.10 does not have collaborator role), i am trying to add a jira software licensed user into developer role in (Add user and role) in my SD project. I have also given browse permission to the Developer project role and removed the Application access to the user with developer role.

Through a linked issue from JIRA software, i am redirected to the blank customer portal.

Rather i would want to view the SD issue and comment on it internally.

Kindly note that the JIRA software user is a licensed one.

Also please note that we have JIRA software and JIRA SD hosted in different servers.

I am struggling with this issue for the past couple of days.

Appreciate your prompt response.

Regards

Praveen

Walter Buggenhout · Answer

There's two things I can think of. Either your JSD project is not using the normal permission scheme for Service Desk projects.

Or - and I think this is the most likely option - because your Jira instances are hosted on different servers, they are simply 2 different Jira instances. Which makes your Service Desk instance is not aware of the Jira Software license of your collaborators.

JIRA DNBCB · Answer

Hi Walter,

Yes tried that as well. It doesnt work.

Regards

Praveen

Walter Buggenhout · Answer

Hi @JIRA DNBCB,

You should add the user to the Service Desk Team role instead.