JSM Portal Links forward to JIRA - No Access for customer

[Christian Sprenger]

JSM/JIRA V10.3.4 #100300004 DC

Our Agent commented for the customer and linked some ticket as reference

This is "JIRA-View/Agent View"

Now, the customer sees that in the JSM Portal

When they now click on the ticket link, they have "No Access" to the ticket, as the main link goes to the Agent/JIRA ticket

Is there a setting in JSM that "portal links" are automatically links as portal links and not "origin" links?

[Jeroen Poismans]

Hi Christian and welcome to the community!

First: Are these work items your agent is referring to JSM requests ie are they in a Service project or not?

If not, that won't work. Customers can not see non-portal work items, since they don't have access to Jira.

If they are requests from a Service project, your agent cant just take the url in the browser when he is looking at the work item in agent view. Here is what you should do:

• Go to a request in the portal
• Take a look at the URL, it will have a fixed part + an issue key part
• If the agent shares these URL's with a customer for the requests, they should be able to see these request

Above of course only applies if the customer has access to these particular requests.

Jeroen

[Christian Sprenger]

Thank you Jeroen for your fast reply.

Technically, the other tickets are also visible to the Customer via the Portal.

The Agent, however, "simply" linked the ticket in the Agent view using [ticket-123]-function, which, in regular JIRA, simply links to a JIRA Ticket.
I agree, that, if they'd use a permalink such as [https://jira-instance.com/browse/ticket-132 ] that this leads to the real URL, but this is not the case.
It makes no sense for the Agent to open the portal, go to the ticket, click the address bar and copy the URL - the Agent simply links the ticket from JIRA view

However, I was thinking/hoping, that, when the Customer clicks on such link (in Portal View), JSM is smart and knows it is in portal view and adds as prefix the Portal URL onto the ticket - similar as it does when sending out an email notification to the customer.

[Jeroen Poismans]

With the linking of tickets, it does not :-)

Jeroen

[Christian Sprenger]

Pity. I was hoping that JSM is smart and can distinguish that, but it seems not.
Then I need to tell all my Customers that they cannot simply click on the Link from the Agent but need to search for the ticket number.

Thanks for your Answer

[Jeroen Poismans]

I am however thinking ... maybe this is something you could tackle with Automation?

• Trigger: When an issue is linked
• Inspect the link
• Extract the issue key part
• build the new URL and link again
• Remove the old link

Something like that? Just top of mind, have not tested this. Without any further logic, this would however apply to all linked issues.

Jeroen

[Christian Sprenger]

This would only apply when I *Link* the issue, not when I add the link in the comment

And the "Linked Issues" is not visible for Customers on Portal

But a nice idea anyway