Jira Cloud for Microsoft Teams notification link error with JSM/JSD issues

[Wojciech P_]

Hi All,

We are using Jira Cloud for Microsoft Teams add-on. To be precise, exactly this -> https://marketplace.atlassian.com/apps/1226478/jira-cloud-for-microsoft-teams-official?hosting=cloud&tab=overview

Some of our customers are reporting a problem with an incorrect link, for issues created using the customer portal. The add-on directs them to the internal jira https://{{baseUrl}}/browse/{{issue.key}} , which they cannot access, due to lack of permissions. The lack of permissions to the internal jira is the intended configuration for this project. 

Why the add-on doesn't insert the correct ticket link directing to the customer portal https://{{baseUrl}}/servicedesk/customer/portal/{{issue.key}}

Is it an application bug, or perhaps we messed up something during configuration?

[Wojciech P_]

@Tygrr DosRemedios perhaps you are able to help? Forgive such a clumsy cry for help, I don't know where else I could look for it.

[Tygrr DosRemedios]

Hi there, the link being sent is technically correct. The JSM internal team will see that link and be able to click into those tickets. We don't have an "external" link for the customers of the portal. 

You can also send us a support ticket to verify the correct settings on your cloud instance - https://support.atlassian.com/contact/

[Wojciech P_]

Hi Tygrr!

But the internal link is send to external customers that are using add-on. I can and I will write to support, but I checked with permission and notification helper. Every time I get a message about the lack of permission to issue for customers, and yet the add-on sends them an internal link.