Zendesk Users cannot link tickets to the service desk

[Greg Smith]

Hello, we have 2 service desk projects and a zendesk app link. Both projects are in the 'allowed projects' part of zendesk configuration. Tickets can be created on both service desks projects from zendesk.

However only one projects tickets can be searched and linked. The other comes with 'no results' when searching.

Is there a permsision or security setting somewhere that dictates this access?

[Joseph Chung Yin · Accepted solution]

@Greg Smith -

Have you check to see if there are any differences between your two JSM project's Customer permissions configurations?  (Project settings >> Customer permissions)

In addition, are the Zendesk users all setup with your JSM's project role of "Service Desk Customers"?

If there are not differences in the customer permissions configuration and the project role assignment are correct, then I would recommend you to contact Zendesk vendor for further support.

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.