I have both Jira SW and JSD.
Most of the time, if people are not member of the team handling the JSD tickets, when I give them a ticket ID, they come back to me because they can't find or can't access it.
The ones who can't find it usually tried the search in the JSW view and that will not return any result as they are no agents. The others usually tried to edit a "browse" link and were returned a lock page with the message "you don't have access to this issue".
They are registered as customers on the JSD project, not as agents. Wouldn't it be great that when looking for a JSD ticket you get presented a portal link rather than a browse link? By default, as an agent, the portal view allows to switch to the agent view, but the reverse is not true.
Either the Jira search should detect that the ticket is only accessible in the portal for that user and transparently switch to that view, or else the default for tickets should be a portal link...
It is even worse with the Slack plug in. I intentionally paste the portal link, but the plugin adds a summary that is also a link. But instead of pointing to the portal, the link of the summary points to the agent view!!! so in almost 100% of the cases people tell me they can't access!
The 2020 acquisition of Mindville added powerful asset and configuration management capabilities to Jira Service Management in the form of Insight. Following the completion of that integration, custo...
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