Problem

When a Jira Service Management request is created via a customer portal in one project and then moved to another JSM project that is exposed through a different help center, the "View request in portal" link in the agent view continues to use the original help center slug. This results in a broken portal link (Not Found), even though the underlying customer request remains valid and accessible via its canonical /servicedesk/customer/portal/... URL.

Environment

• Jira Service Management Cloud
• Multiple JSM service projects (e.g. Project A, Project B)
• Multiple help centers (e.g. Help Center A, Help Center B)
• A request is:
  • Created via a portal form in Project A behind Help Center A
  • Later moved to Project B, which is surfaced via a different help center

Steps to Reproduce

1. Configure two JSM service projects:
   • Project A associated with Help Center A
   • Project B associated with Help Center B (different help center slug from A)
2. In Project A, expose a request type via a customer portal form and share the portal link with end users.
3. As a customer, create a new request via the Project A portal (Help Center A).
4. After the request is created in Project A, move the issue to Project B using either:
   • Jira Automation, or
   • An integration calling the Jira bulk move API
     POST /rest/api/3/bulk/issues/move
5. Open the moved issue in the agent view in Project B.
6. From the agent view, click "View request in portal".

Expected Results

• The "View request in portal" link should open a valid customer portal page for the moved request in its current context, for example:
  • A canonical URL of the form:
    https://<site>.atlassian.net/servicedesk/customer/portal/<portalId>/<issueKey>
  • Or a help-center-scoped URL that correctly reflects the help center associated with the destination project/portal.
• Agents should always be able to use "View request in portal" to see the same request that the customer sees, regardless of whether the request has been moved between JSM projects or help centers.

Actual Results

• The "View request in portal" link still uses the original help center slug from when the request was first created (Help Center A), even after the request is moved to Project B behind Help Center B.
• The generated link has the structure:
  https://<site>.atlassian.net/helpcenter/<original-help-center-slug>/portal/<portalId>/<issueKey>
• Opening this URL returns a "Not found" page indicating that the service project or request cannot be viewed in that help center.
• However, when checking via Jira Service Management REST APIs, the request still has:
  • A valid serviceDeskId
  • A valid requestTypeId
  • A working canonical web link of the form:
    https://<site>.atlassian.net/servicedesk/customer/portal/<portalId>/<issueKey>
    which successfully opens the request for customers.

Workaround

• Use the canonical customer URL returned by the JSM request APIs or stored in a custom field, for example:
  • Populate a custom field with https://<site>.atlassian.net/servicedesk/customer/portal/<portalId>/<issueKey> and instruct agents to use that field instead of the built-in "View request in portal" link.
• Alternatively, agents can manually construct the canonical URL if they know the portal ID and issue key.
• These workarounds restore portal access but require additional configuration and user training, and they bypass the standard "View request in portal" action.

Notes