Email notification link altered

[Olga Videc]

Hello, 

Is there a way to stop jira from alternating this link https://jira.cratis.cc/browse/BB-10  to  https://jira.cratis.cc/servicedesk/customer/portal/50/BB-10 when is sent as an email it alternates it based on a req participant, so if the req participant has a software license link remains unchanged and if req participant is a regular customer link changes.

[Keri · Accepted solution]

Hi Red, 

I see that you've actually followed up in the ticket you raised the day before, but let me try to explain to anyone who may come across this when searching. 

Jira Service Desk has two different notification types - one for customers and one for Agents or members of the Service Desk team (Jira notifications).

When you set up a Customer without a license, as Service Desk is designed, they do not have access to Jira, so they are given a direct link to the customer portal and their issue. It gives them a limited view of only the information they need.  In this case: https://jira.cratis.cc/servicedesk/customer/portal/50/BB-10 

When a notification about a Service Desk ticket is sent to a licensed user who is part of the team for the project and not just the Customer role, they're able to browse to the issue directly in Jira, https://jira.cratis.cc/browse/BB-10 and view all of the information. If the team member wants to view the customer view, they can do so too - as they have permissions for both views. 

I hope this high level view makes sense. 

Let me know if there's anything else I can clarify - I understand you resolved the issue by giving your user a Jira Software license, essentially making them a member of the Service Desk team as a collaborator.

Cheers, 
Keri

[Olga Videc]

Hi Keri, 

Very nicely explained :D, the issue was software license, I didn't know that in the

begging, lost two days trying to figure out the issue.

The more I fail the more I learn.