We are busy designing a JIRA service desk which will be available for users in an active directory. Not all users in the active directory have got JIRA Software licenses.
When a ticket in the Service Desk can not be resolved by a Service Desk agent, they will create a linked issue to the JIRA Software Project's KANBAN board.
We need to allow the service desk customer to view and receive updates/comments on the KANBAN board issue. What will be the best way to do this?
Unfortunately, it is not possible. To be able to work with the issue in the JIRA project (doesn't matter what type of project it will be) your customer should have a license.
As a workaround, you can implement some kind of automation to copy updates from the KANBAN project to the customer request.
I think you need to listen "Issue Commented" event and run a custom script that will copy comment to the linked SD issue. Be sure that you will run your script by the user with SD license to add a comment to the customer portal. This type of functionality is provided by Power Script/ScriptRunner plugins.
A main point of the Service Desk is that the customers don't see the Jira issues behind the requests!
As Alex says, if there are things you do want to expose the customers to, the best thing is to copy the issue data into the request, which will need some coding or scripting.
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