Agents and customers experience problems when sharing links

Experienced Behavior:

Trouble is experienced when an agent or customer shares a link with a user who has permission to view the issue in JIRA but is not an agent and is not listed as a customer or request participant on that issue.

• As a customer, I encounter trouble sharing the link when I am viewing an issue through the customer portal.
  • Example link: BASEURL/servicedesk/customer/portal/1/DESK-1
• As an agent, I also encounter trouble when sharing the link when I am viewing an issue through the customer portal.
• As an agent, I encounter trouble share the link when I am viewing an issue from the queues screen.
  • Example link: BASEURL/projects/DESK/queues/1/DESK-1

In both cases the user receiving the link is unable to access the request using the link. This user is able to access the request using BASEURL/browse/DESK-1

Message seen when visiting portal URL

Message seen when visiting queues URL

Expected behavior:

The ability to provide another user with the link that is shown in my browser's address bar and for that user to be able to access the request using that link, provided they have permission to access the request.

Suggested Resolution

Automatically redirect the user so that they are able to view the request.