linking this issue failed

[Wayne Falcon]

We use intercom, and use jira in it to create and link issue, but we can not link issue anymore，it said  “ Oops, linking this issue failed  ,  You do not have permission to edit issues in this project ”  I am quite sure we have the permission inside jira， I asked  intercom ，they said need to contact you guys, hope you can tell me how to solve it ,thank you 

[Kristján Geir Mathiesen · Accepted solution]

Hi @Wayne Falcon and welcome to the Community.

The Intercom integration in Jira (the app in Intercom) is probably using a "technical user" - its been a while since I've used it. Find out what that user is and double check if that user still has browse and create permissions in that particular project. Also make sure that user is still active in Jira.

HTH,
KGM

[Tobias Binna]

Hey @Wayne Falcon 

The issue is basically exactly what @Kristján Geir Mathiesen explained above. I just wanted to add a few details to his answer to help you troubleshoot this:

Any operation in Intercom, including linking, will always be done by what we refer to as the "app user". This is the user that was logged in to Jira when the integration was first set up. You can find the currently configured app user by opening the app info screen.

To link an issue, the app user requires the following permissions:

• Browse projects and Edit issues project permissions for the project containing the issue.
• If issue-level security is configured, issue-level security permission to view the issue.

We generally recommend setting up the app with a generic app user, e.g. called "Intercom app". This should help you to isolate app permissions from individual user permissions.

I hope this helps. Please let me know if you have any further questions.