Can a customer still see their ticket if moved from a project in Service Desk to Core?

If a customer creates a ticket in service desk, and it is moved to a corresponding project in Jira Core, is there any way they can see it without making a Jira Core account for that customer? Is there a way to set up Service Desk to automatically allow a customer access to a project in Jira Core if their ticket ends up there?

1 answer

1 accepted

1 vote
Accepted answer

Hi @Mason Kolbeck,

No, it's not possible at present to grant a Service Desk customer access to a JIRA Core project without adding them as a full user. Service Desk Cloud does however come with a function that allows your agent to Create a linked issue directly from the Service Desk issue. This will allow you to create an issue in a JIRA Core project linked to the the Service Desk request. You can then set up automation to comment on the Service Desk request when the linked issue is transitioned.

Hope that helps.


Exactly the kind of answer I was looking for, thanks Warren!


Suggest an answer

Log in or Sign up to answer
Community showcase
Published Jan 08, 2019 in Jira

How to Jira for designers

I’m a designer on the Jira team. For a long time, I’ve fielded questions from other designers about how they should be using Jira Software with their design team. I’ve also heard feedback from other ...

1,171 views 5 10
Read article

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you