We use JIRA Service Desk to support our products. Each issue in our Service Desk has a customer "Serial Number" field. We use an external tracking tool to aggregate the product's information and it displays products by Serial Number, a specific link looks like this, for example:
Our Serial Number custom field displays this:
We want to generate a clickable link directly to the external tool for a given serial number for each issue. How can this be done?
You could do this with the search page and JQL - it wouldn't link directly to the issue but it at least be visible in the search results.
Would it be possible to Issue Key as the serial number rather than using a separate field? Similar to how this article suggests using the issue key as an asset tag in an asset tracking project.
I don't believe this is possible without a plugin. Do you have any plugins available in your system?
This would be possible with the Scriptrunner for Jira plugin. In that plugin, the simplest approach would be to create a scripted field which uses the value of your serial number field to generate the link.
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