Access Primary Jira Ticket

[William Bolling]

I had a question that you may be able to answer.  If you need me to run it through Vince and have a ticket opened please let me know.

What’s happening is we’re unable to open the original tickets that get sent to us.  To see the ticket we have to login to our own version of Jira and then find the associated ticket that’s under a different name.

Below is an example of what I’m referring to.

I was out of the office Mon-Tues the below tickets came in to Jira.  Since they were all already in difference statuses.  I couldn’t get to them without entering search terms to find them all.

We’re still looking for read only access to at least see these tickets when we click on the links.  Also these are the only types of tickets we get currently.

[Trudy Claspill · Accepted solution]

Hello @William Bolling 

Welcome to the Atlassian community.

It seems like you think you are communicating with somebody specific with your statement "If you need me to run it through Vince..."

You have posted your question in a public user forum for users of the Jira Service Management product from Atlassian. We are not privy to conversations you've had with other people, and we are not the tech support team for your instance. But we are happy to try to help you debug issues with JSM. 

Is the link you are trying to use including the issue keys we can see in the first image? Can you share that link with us, excluding the base URL?

The message says the issues are getting transferred. Are they being moved to another Jira project? What is the URL for the new tickets, excluding the base URL?

[William Bolling]

Hello and thank you very much for responding and for the information.  

Our support team just found out that there are two distinct instances of Jira that we've set up.  There is the portion where the users can open tickets up and view their tickets.

There's also the projects portion where once a ticket is transferred to our project we can then view them.

I informed them that we'd most likely need read-only access to see the ticket information that is directly going from their entry to our email but not our project.

I'll close this now but thank you again for responding.