Linked Issue does not transition on service desk when transitioned on Jira Software

[Anwaral Haque]

user 1 is a service desk/portal customer and a jira software licensed user
user 2 is a service desk agent/team and also a jira software licensed user

When a linked issue is created from Service Desk to Jira software and then the issue is transitioned(automation rules in place in Service Desk) in Jira Software by user 2, the issue is also transitioned in Service Desk governed by the automation rule however when user 1 does the same thing only the Jira Software issue transitions not the linked Jira Service Desk issue?

[Anwaral Haque · Accepted solution]

The problem was with the rule which was being run as who ever triggered the issue therefore a non service desk agent but a jira software agent i.e. user 1 in the question text example would not be able to trigger a service desk transition. Changing the 'Run rule as' to someone with permission fixes this