Jira Service Desk Portal vs Agent View

[Curtis]

Hi,

We are just beginning to use Jira Server Desk, and one of our big issues is the confusion between the Portal and Agent View. This is primarily due to the email notification, has a link which goes to the Portal View, which it needs to, because that is where end users should go.

Is there a way to make Agents, bounce to the Agent View, or have a link to move over to it? The Agents really want to just be able to click the link to go to the issue.

Anyone else ran into a similar issue and have a good solution?

Thanks.

[Jack Brickey · Accepted solution]

@Curtis, this should not be the case. The agent's notifications should look something like below and clicking on the issue key or title opens in the application. Can you share what you are seeing?

[Curtis]

@Jack BrickeyIt appears they are seeing the customer email. So, digging further, this person wasn't the Agent assigned to the ticket, but were added as a participant. Should participants receive the email similar to the Agent?

There are numerous cases where our agents will need to bring in assistance from a Developer, or another agent on the team. But, adding them as a participant sends an email with a link to the portal. Are we using this feature incorrectly?

[Jack Brickey]

Participants are Customers. Only users with application access (Agents, or Jira SW) will get the application formatted notification. if you want to add in a Developer you should add them as a Watcher not a Participant. Know too that the developer needs to be added to the appropriate permissions for the project: browse and comment. They cannot be assigned the issue or transition unless they are Agents.

[Curtis]

Thanks so much for your input. We were using the fields incorrectly. Developers will be watchers, and other customers will be participants.

Thanks for clearing that up.