Linked ticket on Service Request

[Nicola Brown]

Internal Customers are unable to see linked tickets on a Service Request ticket on a project they do not have backend access to.

We want the customer to be able to see the linked ticket for tracking purposes (i.e. Issue reported by Customer > Raised via Service Request in Jira > Eng investigate and raise and link bug on open Project board

How can we allow the customers visibility here?

i.e. comment linked bug ticket to the Service Request ticket?

[John Funk]

Hi Nicola,

Let me see if I have this correct - a service request is create in JSM. Then a corresponding JSW issue is created and linked to the original request.  Is that right so far?

And if so, you want the Reporter of the request to see the linked JSW issue. Correct? 

And if so, what is the next thing you would to be able to do? 

[Rebekka Heilmann _viadee_]

Do the "internal customers" all have Jira Product access?

[Nicola Brown]

yes

[Nicola Brown]

but not the backend view of Service Request tickets, but other Jira boards yes

[Rebekka Heilmann _viadee_]

Linked Issues are hidden from the Portal by default. So even if your customers have access to the Service Project (which they could get "View-Only" even without Agent License), they will not see Linked Issues in the Portal.

So yes, the easiest way for them to know about the specific bug issue is by commenting the Service Request, like you suggested.

You could automate sending the comment

When: Service Request is Linked to Issue
If: Linked Issue is of type "Bug"
Then: Post external comment containing a Link to the Issue

That would post all Linked Bugs as a comment. You might need a more specific If-Condition.

[Nicola Brown]

 I have tried this multiple ways within the Jira automation tooling - are you able to provide more specific guidance please?

Thanks!

[Nicola Brown]

I am able to get automation to add comment to Bug ticket but not to the SR ticket, via the below