Issue Summary

When a URL-type custom field contains a JSM customer portal URL (for example, /servicedesk/customer/portal/168/<ticket_id>), clicking it from the agent view triggers the Work Item Preview Panel, which appends /embed to the URL.

This results in an unsupported route (/servicedesk/customer/portal/168/<ticket_id>/embed), and the Help Center falls back to the portal main page instead of the specific request page.

This is a regression. The field previously opened portal URLs correctly.

Steps to Reproduce

1. Open a JSM project and create (or use an existing) URL-type custom field (for example, "Portal View URL")

1. Populate the field with a JSM portal URL, for example, https://<site>.atlassian.net/servicedesk/customer/portal/<portalID>/<issueKey>

1. Open the issue in the agent view

1. Click the URL field link directly within the issue view

1. Observe the redirect

Expected Results

Clicking the link should navigate to the specific portal request view for the referenced issue, either in a new tab or by correctly resolving the full URL path.

Actual Results

The Work Item Preview Panel intercepts the click, appends /embed to the portal URL, and loads it in an iframe. Since the Help Center does not support the /embed route segment, it falls back to the parent portal URL (portal main page). The specific request is never displayed.

This behavior also occurs when any unsupported path segment is appended to a portal URL (for example, /servicedesk/customer/portal/<portalID>/<issueKey>/randomstuff redirects to the portal main page).

Code inspection confirmed that the preview-panel-global-objects code in the Work Item Preview Panel appends /embed to the supplied URL and assigns the result to the iframe src. The Help Center does not handle the /embed route, so it falls back to the parent URL.

Workaround

Right-click the URL field link and select "Open in new tab." This bypasses the Preview Panel and loads the correct portal request page directly.