Service Desk, Allow access to other projects.

[Christopher Searle]

Hi, 

We are currently using Jira, and have Jira Service Desk and Jira Software projects.  When a user creates a service desk ticket, we either classify it as a bug or as a change request.  If it is a change request, then we get it approved and create a new ticket within our 'Software Project'  However, once we have done this we have a new ticket number etc.  We want to be able to link to it from service desk.  However when we do it tries to go to the URL:

http://jira/browse/PS-5500

for example, you click the PS-5500 link on this screen.

But rather than taking you to the ticket, it takes you to this screen:

When you click on this, as a logged in customer of service desk it just takes you back to the service desk home page.  If you click on it when you are logged out, it takes you to the ticket - as we would expect.  Does anyone have any idea what I have done wrong to cause this behaviour?  Does anyone have a better way of linking the old service desk request ticket with the actual development ticket?

Thanks for your time

Chris

[Tansu Akdeniz]

Hi @Christopher Searle 

As I understand, PS-5500 is a new ticket created in Software project. It is not possible to view this ticket on service desk portal because it doesn't belong to service desk project. 

Consequently you see a link like http://jira/browse/PS-5500 rather https://jira/servicedesk/customer/portal/1/PS-5500.

Also, customers can't reach to PS-5500 issue unless they have a Jira Software license. 

Tansu