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  1. Jira Service Management Data Center
  2. JSDSERVER-1597

Mentioned Issue Key Link not being generated as Customer Portal URL.

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      Steps to Reproduce:

      1. Login to one of the Customer Portal and raise two request.
      2. Then, login as an Agent and view on of the ticket from JIRA side.
      3. "Respond to Customer" and mentioned the other ticket in the comment by type in the Issue Key.
      4. Log out and login back again as the Customer.
      5. Click on the mentioned ticket.

      Expected Result:

      The Customer would be redirected to the other ticket still in Customer Portal view.

      Actual Result:

      The Customer will be redirected to JIRA rather than Customer Portal as the URL is still using JIRA Issue View.

      Notes:

      • As there is features like "Adding Participants" there is a possibility that the agent would mentioned another ticket on the responds.
      • There is also a possibility that the customer raise multiple request that could be related to each other.
      • It would be confusing to the customer as when they clicked on the link there is a permission violation in which the customer should have the permission to view the ticket.
      • It might be great if the way that the link is generated is different from "Respond to Customer" and "Internal Comments".

      Workaround:

      Use a Wiki Markup instead:
      [JIRA-123|http://jira/servicedesk/customer/portal/2/JIRA-123]

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          Daniel Watania

            [JSDSERVER-1597] Mentioned Issue Key Link not being generated as Customer Portal URL.

            Owen made changes -
            Workflow Original: JSD Bug Workflow v5 - TEMP [ 2303957 ] New: JAC Bug Workflow v3 [ 3124879 ]
            Status Original: Done [ 10044 ] New: Closed [ 6 ]
            Katherine Yabut made changes -
            Workflow Original: JSD Bug Workflow v5 [ 2057925 ] New: JSD Bug Workflow v5 - TEMP [ 2303957 ]
            Katherine Yabut made changes -
            Workflow Original: JSD Bug Workflow v5 - TEMP [ 2055377 ] New: JSD Bug Workflow v5 [ 2057925 ]
            Katherine Yabut made changes -
            Workflow Original: JSD Bug Workflow v5 [ 1955888 ] New: JSD Bug Workflow v5 - TEMP [ 2055377 ]
            Katherine Yabut made changes -
            Workflow Original: JSD Bug Workflow v4 [ 1615458 ] New: JSD Bug Workflow v5 [ 1955888 ]
            Confluence Escalation Bot (Inactive) made changes -
            Labels Original: pm New: affects-server pm
            Katherine Yabut made changes -
            Workflow Original: JSD Bug Workflow v2 [ 1602267 ] New: JSD Bug Workflow v4 [ 1615458 ]
            Owen made changes -
            Workflow Original: JSD Bug Workflow [ 1398642 ] New: JSD Bug Workflow v2 [ 1602267 ]
            Alexandra Hipolito (Inactive) made changes -
            Remote Link New: This issue links to "TESLA-894 (JDOG - JIRA Team Dogfood)" [ 203423 ]
            Tim Evans (Inactive) made changes -
            Link New: This issue relates to JSD-3867 [ JSD-3867 ]

              cnguyen Chuong Nam Nguyen (Inactive)
              jrahmadiputra Julian (Inactive)
              Affected customers:
              4 This affects my team
              Watchers:
              12 Start watching this issue

                Created:
                Updated:
                Resolved: