Issue link to a service desk issue on portal

[Lynne Ratcliffe]

Hi all, I wonder if you can advise.

Our Service desk is set up so customers can only view things via the portal (including internal teams).

We would like to be able to use the linked issues functionality to link Service desk issues to other software projects as they are dependent on the service desk item.  Although people are added as request participants they cannot see the linked issue.

If we add the portal link via a web link they can see it.  Is there a way we canuse the linked issue functionality and have the link go to the portal?

Hope this make sense 

What I see (Jira Admin)

What the request participant sees

[Jeremy Steuhl · Accepted solution]

As far as I know, there's no out of the box solution for this.  I have accomplished this with an add-on by Deviniti Extension for Jira Service Management.

[Lynne Ratcliffe]

Hi jeremy, thanks for the tip.  Does this work the other way? i.e. the Service desk issue shows as a linked issue in linked issue project.  My screen shots are from the Jira software project and as Jira Admin, I can see it but the person added as a request participant cannot see it there.

[Jeremy Steuhl]

Hi Lynne,

Yes, once it's linked, it shows up in the technician interface on both projects.  That's Jira out of the box at that point.

Here's a couple of screenshots of my example that I noted in my original comment, where the SD issue is linked to non-SD issues.  In this example I have my IT Service Desk project linked to a SW project called "IT Assets".  The customer will not be able to drill down into the SW issues associated with the service desk issue, unless they are a jira user and have access to the SW project, but they can see the issue key and summary.

[Giovanni Melai · Accepted solution]

Hi @Lynne Ratcliffe

you can't achieve that without granting access to the Jira issues to the internal teams (at least not out of the box as mentioned). 

My suggestion is to grant access to the Service Management project to your internal teams, of course without granting them an Agent license, they will be able to see all the issues and add internal comments but they will not be able to edit them or reply to customers. By seeing the issues they'll be able to link them and see the existing links.

If the issue is that you don't want to give visibility on all the issues to internal teams you can configure the permissions based on a dedicated user field like Viewers and configure the Permission Scheme with that, sadly you can't use the Request participants field for this, but in case you can keep the two fields up to date with an Automation...

In case you need to hide only a few of the issues you may even use a Security Level that you can apply only to the issues you need and leave all others visible.

I hope this helps

[Kalin U · Accepted solution]

Hi, Lynne. As other members have pointed out, there is no out-of-the-box solution from Atlassian. You may vote and start watching https://jira.atlassian.com/browse/JSDCLOUD-4636.

You should look for a Marketplace app or make use of Jira automation and update the Description field with the related links every time the issue transitions to a status (or any other trigger that works for you).

You may use Nemetschek's Marketplace application Advanced Portal Reports for Jira Service Management. It allows you to expose certain Jira fields to service desk customers:

This should display these links on the customer portal:

The links would open in another tab, still in the customer portal, and only if the user has access to the project and the specific issues (tickets) either as an agent (Jira SM or Software user) or portal customer (shared ticket).

[Sarah Spalding · Accepted solution]

Our ServiceNow admin added webhooks to Jira. We created a new Issue Type called ServiceNow. And we have a bot that runs nightly to pull SN tickets based on specific criteria into Jira for our devs to work. There is specific information that is pulled into the Jira issue from the SN ticket and we created a few special fields for additional information. I apologize for not being able to provide an image or additional information, but most of the effort was done on the SN side by that Admin. Best of luck to you!

[MichaelS · Accepted solution]

Hi Lynne,

quick question: which permission do have the request participants in the software project (CIT)? Can they view this software project issue via the portal web link?

[Lynne Ratcliffe]

Hi Michael, thanks for your question. They can only view the issues via the portal, not directly within the project itself.

[Lynne Ratcliffe]

Thank you everyone for your help and apologies for my delay in coming back. This took a back seat over the last few months due to the ill  health and subsequent loss of my Dad.