User management for access Jira ServiceDesk and Software using Crowd

[Sergey Malkov]

Hello! 

We have a Crowd, that have all our users, 2 instances of Jira Software and 1 Jira ServiceDesk.

Crowd and ServiceDesk hosted in Server # 1. Jira Software instances is hosted in another 2 servers (Server # 2 and Server # 3)

ServiceDesk has application access for Crowd group "Support" and project permissions as shown in the Confluence link, but, our software users can not access to ServiceDesk, they just redirected to customers portal. My account, that I have, can't manage the project issues. How we can solve it?

And another question. We have an Application links for 2 Jira Software instances from ServiceDesk, when I try to create a link from the ServiceDesk to the Software Issue, I see just 2 Software projects instead 5, that I have (1st Software instance) and no one in 2nd Software instance .

Please! Help us!

Thanks a lot!

[Daniel Eads]

For the first issue you've described, it sounds like you and the Software users might not have application access. You'd have to evaluate if it makes sense for your particular scenario, but I might actually suggest combining your Service Desk instance with one of the Software instances. The licenses (Software and Service Desk) are handled separately so that you wouldn't have to pay for agent access for all your Software users. This would simplify letting the Software users see the Service Desk issues from the backend as Team Members and make it easier to link issues from Service Desk to any developer related tickets in Software Projects.

If you're not seeing all the projects you expect to see in an app-linked Jira, it could mean that the app link is not set up correctly. Since you are linking together Jira applications, you'll want to have them use OAuth with impersonation as described in this document. That will ensure the permissions in the remote Jira are correct with the user you're logged in as on the local Jira. If you're still seeing issues, double-check that you can actually use the projects on the remote side. Sometimes things don't match the way we think they're configured and it's always good to double-check.

Cheers,
Daniel