Managing Jira Service Management customer account/view for existing Jira Software accounts

[neil_matillano]

We have an issue on internal customers that has existing Jira Software account access. When these accounts click on an existing ticket they get directed to an issue view and not on the portal view of the ticket.

This poses 2 annoying things:

1. They have to click the "portal view" of the issue in order to comment otherwise they will not be able to comment on their default view.

2. We can give them access to the JSD but they need to be agent to comment (which is unnecessary extra charge for us), and we have around 40 people on our organisation who is on that situation.

How do we manage these accounts that it will not be annoying for them to have that additional switch on portal view everytime they click a ticket?

[Jack Brickey]

so do you want the Jira users to be able to see/comment w/in the application or do you want them to only access via the Portal. This, I believe, will be controlled by whether you give the "Browse, Comment" permissions w/in the project. If not == Portal, if so == application