Originally reported here: https://community.developer.atlassian.com/t/webitem-url-not-work-on-jira-service-desk/38713.
If a Connect app has a web-item with an associated web-panel, the panel (full-page) does not load and gets redirected to queues. This affects JSD projects only, not Jira Core or Jira Software projects.
- Create an app with a web-item with location "jira.project.sidebar.plugins.navigation" and a web-panel that references the web-item's location.
- Install the app on an instance.
- Go to a JSD project.
- Click on the web-item in the sidebar.
The web-panel associated with the web-item is loaded.
The user is redirected to queues.
Use jiraProjectPages module - https://developer.atlassian.com/cloud/jira/platform/modules/page/ instead (although this is disruptive to change for existing apps).