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  1. Atlassian Product Integrations
  2. API-511

Pasting a customer portal link in Slack creates a preview using the agent portal link preventing the customer from accessing the request

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    • Icon: Bug Bug
    • Resolution: Unresolved
    • Icon: Low Low
    • None
    • None
    • Jira Cloud for Slack
    • None
    • Minor

      Issue Summary

      Pasting a customer portal link in Slack creates a preview using the agent portal link. Then when the recipient clicks the preview (instead of actually clicking the customer portal link), they are not able to access the request because they are not directed to the customer portal.

      This is reproducible on Data Center: ?

      Steps to Reproduce

      1. In Slack instance that is connected to a Jira Cloud instance, in a channel or DM paste a customer portal ticket link: https://ABCD.atlassian.net/servicedesk/customer/portal/1/ABCD-123
      2. A preview gets generated by Jira Cloud but it uses the agent portal link which prevents the user from accessing the issue since they only have Customer Portal permissions: https://ABCD.atlassian.net/servicedesk/browse/ABCD-123

      Expected Results

      Load a preview using the Customer Portal link: https://ABCD.atlassian.net/servicedesk/customer/portal/1/ABCD-123

      Actual Results

      A preview is loaded using the agent view link: https://ABCD.atlassian.net/servicedesk/browse/ABCD-123

      Workaround

      Delete the preview before sending the Slack message.

            [API-511] Pasting a customer portal link in Slack creates a preview using the agent portal link preventing the customer from accessing the request

            Greg D added a comment -

            319ce58c1fdd this was recently fixed in our Slack instance (you might want to reach out to Slack about it). I'm right there with you on this being a huge pain point before it was fixed. From my standpoint, it is always better to send everyone to the portal side and if they have internal access they can then click the issue key link in the breadcrumbs shown at the top and it brings them directly to the internal side of the issue. I saw someone post about wanting to go back to the internal side as default somewhere (but hopefully they realize that brings on big problems).

            Greg D added a comment - 319ce58c1fdd this was recently fixed in our Slack instance (you might want to reach out to Slack about it). I'm right there with you on this being a huge pain point before it was fixed. From my standpoint, it is always better to send everyone to the portal side and if they have internal access they can then click the issue key link in the breadcrumbs shown at the top and it brings them directly to the internal side of the issue. I saw someone post about wanting to go back to the internal side as default somewhere (but hopefully they realize that brings on big problems).

            Lee Tucker added a comment -

            This bug is a constant thorn in my side as I attempt to assist IT in reviewing key tickets.  Because I'm not allowed direct access to the project (for good reasons), I am constantly having to manually rebuild the URLs in order to do my job.  If we can't fix the link, can we at least build a redirect that sends me to the customer portal when I don't have direct access.

            Lee Tucker added a comment - This bug is a constant thorn in my side as I attempt to assist IT in reviewing key tickets.  Because I'm not allowed direct access to the project (for good reasons), I am constantly having to manually rebuild the URLs in order to do my job.  If we can't fix the link, can we at least build a redirect that sends me to the customer portal when I don't have direct access.

              Unassigned Unassigned
              ee4421c31f3e Paul Biagio (Inactive)
              Affected customers:
              2 This affects my team
              Watchers:
              4 Start watching this issue

                Created:
                Updated: