Can't link Intercom conversation to Jira issue after changing Jira Permission Scheme

[Katherine Lisman]

Our support lead links conversations in Intercom to the related Jira issue. I copied the existing Jira permission scheme used on the project and made a few tweaks, but now my support lead is no longer able to link the Intercom conversation to a Jira issue. I compared the two Jira permission schemes, and I can't for the life of me figure out what part of that permission scheme is keeping the support lead from linking. I reverted them back to the previous scheme so they can link.

Can someone help me figure out which permission is affecting the ability to link an Intercom Conversation with a Jira issue?  Using Jira Cloud, Classic projects. 

Thanks in advance!

[Tobias Binna]

Hi @Katherine Lisman 

To create links from Intercom (I assume using Jira Cloud for Intercom) the app user needs the following permissions:

• Browse projects and Edit issues project permissions for the project containing the issue.
• If issue-level security is configured, issue-level security permission to view the issue.

You could use the Jira permission helper to figure out if the app user has these permissions with the new permission scheme configured (select any issue from the project). The screenshot illustrates this by checking for the create issues permission:

Full disclosure, I am the developer of this integration. If the above does not help feel free to send us your Intercom workspace id (the number/letter combo in your Intercom URL: app.intercom.io/a/apps/[workspace id]/...) to support@toolsplus.io. We may be able to extract additional details from our logs on why exactly issue linking fails.

[Katherine Lisman]

@Tobias Binna - thank you for your response. She does have appropriate permission in Intercom. It appears to only be on the Jira side. When I change the permission scheme on the Jira side, she does not have access to link to a jira item from Intercom. When I change it back to the default permission scheme in Jira, she then can link from Intercom to Jira.

Wouldn't that mean that the problem is on the Jira side? 

[Tobias Binna]

Yes, you are right, this is likely an issue on the Jira side. The permissions I was referring to above are Jira permissions. For the Intercom app to create links the app user needs the Jira permissions listed above. Did you manage to verify that the app user has the required permissions?

[Katherine Lisman]

@Tobias Binna , ah...we're not using "Issue level security." That's new to me...I will have to learn how to set that up. Do you happen to have a training URL handy? I can google, but if you are the expert, you might have the link to the best training/how to available. :o) 

Thank you!!

[Joanna Thurmann]

@Katherine Lisman There's a free skillbuilder course: https://training.atlassian.com/issue-security-in-jira. And the accompanying badge exam (if/when you so choose to take it).

https://www.atlassian.com/university/certification/badges/exam-asb-152

And doc: https://support.atlassian.com/jira-cloud-administration/docs/configure-issue-security-schemes/

[Katherine Lisman]

Thank you, @Joanna Thurmann !

[Katherine Lisman]

@Tobias Binna , I've been able to narrow down my problem.

On the Permission Scheme, the only way my support rep can link an Intercom issue to a Jira issue is if the Edit issues is given access based on "Application access" for "Jira Software."  If I don't have this set exactly like that on the Permission Scheme, regardless of what group she is assigned and that group being assigned to the Edit issues , she cannot link an Intercom issue to a Jira issue.

This causes a problem, because we have certain departments where we want those dept users to only view issues, and NOT edit them. And when I provide "Application access" for "Jira Software", then everyone can edit an issue. This is not the desired behavior. It doesn't appear to work just based on Group. 

Would you happen to have a recommendation? 

[Katherine Lisman]

@Trudy Claspill - I created a spreadsheet with the two permissions schemes. The tab with the "default" permissions works correctly and my support lead is able to link to a Jira issue from Intercom. 

The second tab, "project specific" does NOT allow my support lead to link to a Jira issue from Intercom.  My support lead has a "Trusted" Role and belongs to the below groups. 

Thank you for your assistance...let me know if you have trouble accessing the Excel book via drop box:

https://www.dropbox.com/scl/fi/r0f4bxugaxbbqbp9jqfg0/JiraPermissionSchemeComparison.xlsx?dl=0&rlkey=n5mdbxfnsb2x9j1is5ap1grrf

[Trudy Claspill]

@Katherine Lisman 

The dropbox link you provided is to a video about creating issues and a required field, not to an excel file.

[Katherine Lisman]

@Trudy Claspill - sorry...try this one: 

https://www.dropbox.com/scl/fi/r0f4bxugaxbbqbp9jqfg0/JiraPermissionSchemeComparison.xlsx?dl=0&rlkey=n5mdbxfnsb2x9j1is5ap1grrf

[Trudy Claspill]

Can you provide us with the differences between the two permission schemes?

How are the links being created? Are you using the Web Link functionality or something else?