Our current users licensed with Jira Software cannot see Jira Service Management projects, therefore unable to create issues to JSM.
According to the matrix on this link, all Jira software users should be able to create issues on Jira service management, without using the customer portal
The issue creators are not going to be agents, all they need is to create tickets directly into the project without using customer portal. If this is a permission issue, would you please show me how I can get it configured?
In addition to what Robert suggested, you need to know that when you create issue in JSM by-passing portal is not recommended because via the portal - the request is automatically associated with the appropriate JSM Request Type setup. Request Type is essential component of JSM issues.
Your users should create JSM issues via Portal always. They need to be added to your JSM project's "service desk customers" role for issue creation (portal).
Hope this helps.
Best, Joseph Chung Yin
Jira/JSM Functional Lead, Global Infrastructure Applications Team
It's internal users who wanted to create issues on behalf of their customers. And they usually want to provide code snippets and more info. A general issue with the customer portal is that the formatting toolbar is not available on the description, so it is a bit difficult for users to type in more detailed analysis and code snippets.
The other reason for software users to use the create button is that so their experience is consistent, regardless where they are raising an issue, they always use Create button.
Ok, then you will need to add your Jira Software users to "Service Desk Team" role, thus providing them with JSM project UI access to use the Create button. The major thing to note is that Jira Software users will not have the Agent Licenses.
In addition, if you create JSM issues via the Create button, then it will use the "Create Issue" screen defined in your JSM project's screen configuration. It means that there will be un-wanted fields display in the screen for those users.
Lastly, you will need to handle the population of Request Type field separately via custom processing for those issues upon creation.
Hello Atlassian Community! We’re thrilled to announce some exciting changes to incident management in Jira Service Management Cloud, in order to give your teams extra muscle during incidents, and ...
Connect with like-minded Atlassian users at free events near you!Find an event
Connect with like-minded Atlassian users at free events near you!
Unfortunately there are no Community Events near you at the moment.Host an event
You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events