We have a public read-only JIRA for showing customers bugs/improvements in our product.
We also have Service Desk and use the customer portal to allow them to create service desk issues.
The problem is the customer can see the issues in public JIRA when they are not logged in to JIRA Service Desk, but once they login to JIRA Service Desk, they can't no longer view the issues in the public JIRA. Keeps on getting redirected to the JIRA Service Desk.
Our "work around" is to tell customers to use two different browsers - Chrome for Service Desk and Edge or Firefox for our JIRA. This is not ideal as we often link JIRA issues in comments for Service Desk issues, so there is never ending confusion by our customers who are confused and frustrated with not being able to access the JIRA when logged into Service Desk.
This was logged as JSDSERVER-1367 over 2 and a half years ago, and as seen in the comments affects many people.
Is there a better work-around? Will this ever be fixed?
Sorry to hear of the problems caused here. There are a couple of work-arounds I am aware of that might help here:
I think the first method is easier to do overall, because the second method would require a new install of JIRA, and possible project/data migrations. Also to separate the instances can lose some advantages of licensing (such as if you have a JIRA Software and a Service Desk license on the same JIRA instance, you can easily have those Software users make internal comments to Service Desk issues. Whereas if you separate the installations, those users can't do that)
Thankyou Andy for your reply and guidance.
I've looked at what I need to do with your recommended suggestion to use a different DNS domain name for the customer portal- it looks promising.
I'll try that and report back if I had success - at which point you may want to consider adding a comment to JSDSERVER-1367 indicating this is a possible solution, and also update How to customize the customer portal URL in JIRA Service Desk to include information that it may be a workaround for JSDSERVER-1367, in order to save poor souls like myself Googling for solutions and not readily finding a solution.
Thanks again for your interest in my problem :)
...be more productive while being fun to use at the same time. For some, getting started can be a bit intimidating. This is especially true if Jira Service Desk is your first exposure to Atlassian...
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