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  1. Jira Service Management Cloud
  2. JSDCLOUD-1367

Service Desk Customer cannot view public JIRA when logged in to JIRA Service Desk

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    Description

      NOTE: This bug report is for JIRA Service Desk Cloud. Using JIRA Service Desk Server? See the corresponding bug report.

      Update as of 25 May 2022

      Hi everyone,

      Thanks for your patience with us on this bug, I understand it must be inconvenient to use the workaround for the time being. My engineering team is currently in the process of transferring components and will be learning/ramping up on their new area within the coming months. 🙂 We are currently in the process of sorting through all of your customer feedback and identifying what we will be able to reasonably take on and add to our roadmap during the coming months. I will update you as soon as we have more solid plans!

      Warm regards,

      Michelle

      Update : 13th October, 2020

      Hi everyone,

      Thanks for your patience. We are currently in the process of assigning ownership to these requests so they can be expedited. I have assigned an owner to this ticket who will triage it and provide an update. Please note that this is currently not on our short-term backlog.

      Cheers,
      The Service Desk Team

       

      Issue Summary

      The customers (both portal-only customers and the ones having Atlassian account) can see the issues in the public Jira projects when they are not logged in to JIRA Service Desk portal. Once they login to the JIRA Service Desk portal, however, they can't any longer view the issues in the public Jira projects. Keeps on getting redirected to the JIRA Service Desk portal.

      Steps to Reproduce

      1. Create or use a public Jira project.
      2. View an existing issue in the publicly accessible Jira project via a browser where you're not signed in to any Atlassian cloud product.
      3. Issue views successfully.
      4. In the same browser, open another tab and log in with an existing portal-only customer in a Jira service desk portal of the same public project.
      5. Try to view the same issue again from step#: 2
      6. You will be redirected to the Jira service desk portal.
      7. (Optional) - Migrate the portal-only-user to the Atlassian account.
      8. Repeat steps 2-6 again

      Expected Results

      The publicly accessible project issues should be accessible in both cases i.e. When the portal-only customer account is logged into the portal or not logged in.

      Actual Results

      The publicly accessible project issues are accessible only when the customer is not logged into the portal.

      Workaround

      A possible workaround could be to use two different browsers until this bug is fixed. One browser window to login to the portal and another browser to view the public issues. Alternatively, the same browser can be used with one standard window and another private browsing (incognito) to view public issues.

      Example Use Case

      All our customers can have a service desk customer account which they need to ask support. If a customer uses this service desk to e.g. request a feature, we might log this as a feature request in our "public" jira (a jira project where anyone can view the issues and see their progress). Typically, the service desk ticket is then closed with a message that a feature request is made (with a link to it) and that we plan to deliver this feature then or then.

      An anonymous user can - like expected - view the ticket. If that user then clicks on login, he can login using his service desk customer login, and can still see the ticket and navigate the public jira project. However, once he visits the service desk portal, he cannot return to the public jira project anymore, as he keeps being redirected to the service desk interface.

      However, we want all users (anonymous and service desk customers) to view and browse our public jira project.

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              7ad1551c39c0 Benjamin Paton
              jalor Janice Alor (Inactive)
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              Dates

                Created:
                Updated: