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How can a Jira service desk users see the issues that have been dublikated into Jira Software?

Hi everyone, 

our support team is working with Jira Service Desk and our Development Team with Jira Software. The bug issues are dublikated from Jira Service desk to Jira Software (we also have automation rules in place so that the status of the Jira service desk issue is automatically updated). The problem we have is, that some Jira service desk users cannot see the issue that is dublikated into Jira Software. Some service desk users see the linked issue, but others don't.

Could someone help me solve this? Is it maybe a specific right?

Thank you in advance!

Melina

2 answers

2 accepted

4 votes
Answer accepted

Hello @melina_scholl 

As indicated earlier by another user, the permission you are looking for is the Browse project one, which must be enabled on your Jira Software project (where the tickets are dusplicated).

As an alternative, if you don't want to change the permission scheme of your instance and don't minde using a paid add-on, I'm the Product Manager of Elements Copy & Sync, which is used precisely for use cases like yours.

In particular, once you use it to duplicate JSM tickets in Jira Software (and keep them synchronised : if one field value changes or a comment is added, it is automatically updated in the duplicated issue as well), it displays the duplicated issues to all JSM users if needed.

view-linked-issues-in-customer-portal-with-elements-copy-and-sync.png

This way, JSM users can see if their ticket has been escalated, and what is the status of the duplicated to check on the resolution progress. We have more details in our documentation.

Don't hesitate if you have any question.

Kind regards,

Julien

Great, thank you!

3 votes
Answer accepted
Sandesh Shetty Community Leader Nov 25, 2021

@melina_scholl 

By default, Jira Service Management agents can:

  • View Jira Software issues.

  • Comment on Jira Software issues.

  • Transition Jira Software issues.

Check Browse project permission on Jira Software project , If Browse project permission is set to any logged in users. Then Jira Service management users should be able to see the issue. Otherwise you may need to add neccessary users to browse project permission.

Please find the links for your reference:

https://support.atlassian.com/jira-service-management-cloud/docs/how-can-service-project-and-software-teams-work-together/

https://support.atlassian.com/jira-cloud-administration/docs/manage-project-permissions/

Thank you very much!

Does letting Jira Service Management agents access (View, Edit) jira software tickets has extra cost?

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