Linked Issues between projects not visible for agents

[Amy Martin]

We have projects in JSM for different departmsnts; HR, IT, Finance etc. We have recently implemented a process in the HR project that creates tickets in other departments and links them. 

However, unless you are an administrator who can see all projects, or an agent in all the related projects, the linked issues are not visible. 

I've ensured the Linked Issues field is on all screens. 

I've even tried giving Linked Issue permissions on projects. This allows the creation of a link, but the link is not visible after creation. 

For obvious reasons I do not want to give all agents browse permissions on other projects. 

I have noticed that linked issues for a Jira project do show even if there are no permissions for that project. 

[Mikael Sandberg]

This is expected, agents will only see work items in projects that they have access to. Even if they are able to link the issues, until you give them access to for example the HR project as a collaborator or agent they will not see the ticket.

I have a similar set up in our HR project, other teams can see onboarding/off-boarding requests, but everything else is hidden for those teams. You can achieve this by using issue security. You would need at least two security schemes, one that allows agents to see onboarding/off-boarding requests, and the second one are for the requests that only HR should have access to. 

[Amy Martin]

Thanks Mikael. This sounds promising. 

I thought it odd though that in JSM if there are Jira Tickets linked that I don't have access to the project, I still see the ticket number in the Linked Issue. 

The behaviour is not the same for JSM related tickets. 

[Amy Martin]

Further to this.. Only one security level can be applied to a ticket. We would want other areas to have only read-only access, while those in the project can work on them.