How to allow a JIRA service desk customer to view linked issue on KANBAN board

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? 

1 answer

Hi Marc,


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.

thank you for your response, what automation process would you suggest? 

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.

Suggest an answer

Log in or Join to answer
Community showcase
Emilee Spencer
Published Friday in Marketplace Apps

Marketplace Spotlight: DeepAffects

Hello Atlassian Community! My name is Emilee, and I’m a Product Marketing Manager for the Marketplace team. Starting with this post, I'm kicking off a monthly series of Spotlights to highlight Ma...

56 views 0 3
Read article

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you
Atlassian Team Tour

Join us on the Team Tour

We're bringing product updates and pro tips on teamwork to ten cities around the world.

Save your spot