Create linked issue function "missing" (Service Desk Cloud)

[Martyn Henderson]

We have Issue Linking enabled in our instance, with the default Service Desk user group appearing in Link Issues permissions of the destination JSW project, however in the JSD issue, the option  More > Create linked issue does not appear. 

If I manually create an issue in JSW, I can link the JSD issue no problem

Must be me doing something wrong! Any ideas?

 

Using this article as a basis...

https://confluence.atlassian.com/servicedeskserver031/linking-issues-802165194.html#Linkingissues-Createanewlinkedissuefromanexistingissueinaservicedeskorbusinessproject

[Cody Stevens · Accepted solution]

Hey @Martyn Henderson 

Are you using Next Gen JSD projects or the classic projects? 

[Martyn Henderson]

Hey @Cody Stevens

It was created using the "Internal service desk" template, so believe this is classic (only Kanban and Scrum available as Next Gen...in our site anyway)

[Cody Stevens]

Hey @Martyn Henderson 

Thanks for the info. So just to make sure I have all the information, You are the one who is unable to see the created linked issue when on the issue details page? 

It appears that if the user has the browse project and create issue permission then they should be able to create a linked issue because you have Any logged in user selected. As the site admin, you should have those permissions but have you double checked? 

[Martyn Henderson]

Thanks @Cody Stevens ! 

Checked with permissions helper and it looks OK to me...? 

[Cody Stevens]

Hey @Martyn Henderson 

Do me a favor and add the project role administrators to the linked issue permission scheme and then see if you have a problem still. 

[Caroline Bartle]

Hi @Martyn Henderson - another possibility here is that you're seeing the new issue view in JSD, which looks like this:

This is the old issue view:

The feature to 'created linked issue' isn't yet supported in the new issue view - only in the old. 

You can access the old issue view either by clicking the 'see the old view' at the top of the issue, or you can disable the new issue view on a user level via your avatar > personal settings > Jira labs. 

[Martyn Henderson]

@Cody Stevens Administrator project role added in to link issue scheme, but no change

Then I switched to "Old View" as per your suggestion @Caroline Bartle ... Its there! 

Thanks so much to both of you for your time on this, much appreciated

[Cody Stevens]

Ah so you were in Next Gen projects? Or is the new issue view being displayed in classic projects now too? 

Anyway, I am glad I could help. It was super confusing as to why it wasn't showing haha

[Martyn Henderson]

New issue view is available in classic projects, so we just pop into old view for the additional functionality, then back into new for the simpler UI! Job done :) 

[Cody Stevens]

Really? It hasn't happened to me yet. Sorry to keep this going but did they bring over the new look for internal comments? 

[Martyn Henderson]

No worries...its what a community is for! 

This is a screenshot from an issue in our instance...so classic project + new issue view. You select which type of note you're creating inline with the activity timeline. I've just used standard OOTB workflows for this Project so even clicking reply to customer will set the issue status as "Waiting for Customer"

[Cody Stevens]

Well lucky you! I need to figure out how to get mine to switch over haha. I only have the option in Next Gen projects. 

[Allison Marie Carlson]

@Caroline Bartle  - is there an Atlassian ticket where I can track this to see when the option to 'Create linked issue' will be in the new issue view?   i too need the ability to 'create linked ticket' from a JIRA SD cloud project ... and it is annoying that the option is not available in the new issue view.

thank you.

[Allison Marie Carlson]

Never mind.. I found it: https://jira.atlassian.com/browse/JRACLOUD-70794

[Dan Walker]

Thanks for the link Allison, I've +1'ed :)

[Dan Walker]

Months later, still classic "oops, we forgot to add that menu item to the new views" and "No we wont fix it" situation.

+1 For mass migration back to old (and workflow friendly) views!!!!!

PS> As above, we also have Next Gen for our software projects but can only create a classic Service desk. Also as above the classic service desk tries to insist on using the new useless views, as above the Personal Settings > Disable New Views is the only workable solution for us.

(until they remove that toggle and we're stuck, which I would not put past Atlassian, remove the feature to revert the view before fixing the functions available in the new view. It's happened myriad times in Next Gen so far).

[Victoria_Davison]

This is a ridiculous treatment for a product. It is still not fixed. Not sure why they have not added it yet. Will register as a complaint on main contact form. I suggest everyone do the same to get this actually fixed!

[Dan Walker]

Hi Victoria,

Thanks for the reply and the attention!

While you're at it can I suggest you add your vote to the issue Alison links below?
https://jira.atlassian.com/browse/JRACLOUD-70794

I have found that once these issues start gaining traction and get about 200 votes they do start to creep into Atlassian's view, though the complaint is also useful fuel for the fire!

[Alexey Matveev]

Hello,

Does the use have a Jira Service Desk license? This feature is available only for Jira Service Desk projects and for users who have Jira Service Desk license.

[Martyn Henderson]

Hi, thanks for replying

Yes, I'm testing it myself so am part of of the Service Desk team as well as project (and site) Administrator