Deeplink doesn't go to issue

[Jesper]

Hi,

I have a group with the Collaborators role in Jira Service Management, and they seem to have an odd problem.
If they get a link to an issue, they are sent to the Jira front page instead of the issue.
Users with the Agent role don't have this problem.

The Collaborators can search and find the issue, but not use the link.

I can't see anything wrong with permissions. Do you really need to be an Agent for this to work?

[Kai Becker · Accepted solution]

Hi @Jesper 

one thing to add to Johns answer as you didn't write about it: A collaborator still needs a valid licenses. This could be a Jira (Software) license or it could also be a Jira Service Management license without having agent permissions in the current project.

[John Funk · Accepted solution]

Hi Jesper,

Check the Permission Scheme for the project to make sure that the role has access to the Browse Project permission. Also, try out the Permission Helper while you are there - it should help you to pinpoint the problem. 

[Jesper]

Oh... This is embarrassing.

If you copy the URL directly from the address bar as an Agent, it will include the queue information as well.
This can't be used when you are a collaborator, as they don't have access to queues.

Instead you should link directly to the ticket

I wanted to insert a few URL examples, but keep getting an error.
Anyway, hope this helps someone in the future :)

[John Funk]

True! Glad you figured it out.