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Linking Issues in one Project to the Portal

I use a Jira Project for managing my project. The organisation is using Jira Service Manager to manage service request tickets and has set up a portal. I have raised a service request and been allocated a Jira number (xyz-1800, say). The service request Jira is a blocker in my project so I have linked the xyz-1800 Issue to an Issue in my project (MP-123, say).

My problem is that my Issue number MP-123 is displayed as a blocker in the portal screen for xyz-1800 but I am unable to see the Jira service manager Issue number - xyz-1800 - in my project.

Is this a security/access issue or a limitation of Jira Server?

1 answer

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Laura Campbell _Elements_
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
Jan 13, 2022

Hi @Colin East 

Welcome to Community!

A couple things that might help understand your situation:

-How exactly are the issues linked? You mentioned the service request blocking your Jira issue, but then also your Jira issue being displayed in the support portal as blocking. Normally one issue will have a link "blocks" and the other one will have "is blocked by".

- Do you know what your permissions are for your JSM project? If you are not an agent, do you at least have browse permissions for service requests?

-What do you hope to achieve by being able to see the JSM issue number if your Jira project? Understanding that could help other community members suggest a solution.

Thanks Laura. I appreciate your time.

Achieve: Link and see Service Request Jiras displayed in my project.

How are they linked: I went into my project and selected the Issue being blocked. To link I used 'More>Link>Jira issue' and typed in the Jira Id number from JSM.

The link window sort of flashes up but the link is not displayed in my Issue's linked list. However, if I go to the JSM portal I can see my project's Jira Id linked.

Do I have JSM permissions: I'm not sure and cannot get a clear answer from the Admin. I can see and raise tickets in the portal so I have some level of access. I guess the question for me is to know what permissions I need in JSM so the the JSM Id displays in my project?

Laura Campbell _Elements_
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
Jan 14, 2022 • edited

Links: there are by default 4 different types of links, although your instance could have custom ones. (Check out this Community discussion). Just to clarify, you link by selected the link type "Blocks"?  You should see something like this

Screen Shot 2022-01-14 at 16.40.22.png 

Permissions: Has your admin tried the Permission helper to see if you have link permissions for the JSM project? It's important to understand that being able to raise tickets in the portal is separate from the permissions to be able to edit/transition/work on the issue.  Check out the permissions details


Your goal: if I understand correctly, you want to see more than just the issue key from the support request in your Jira issue; you want to have information/details from the request in your Jira issue.

Would this describe your use case?

  1. User raises a request through the support portal that requires work from a separate team (not support agents)
  2. Request is escalated by cloning the request (possibly including attachments) into a separate Jira project, and link added to new issue so it blocks support request (support request can't be closed until escalated issue is closed)

Would cloning and moving the support request be what you need? Do your original support requests change a lot (field changes, new attachments, new comments, etc) that you ideally would like to have synchronized over to the linked clone? That way you have an up to date copy of the support request.

If that sounds like what you need, I can make a suggestion for a solution.

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