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  1. Jira Service Management Data Center
  2. JSDSERVER-3426

Agents and customers experience problems when sharing links

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      Experienced Behavior:

      Trouble is experienced when an agent or customer shares a link with a user who has permission to view the issue in JIRA but is not an agent and is not listed as a customer or request participant on that issue.

      • As a customer, I encounter trouble sharing the link when I am viewing an issue through the customer portal.
        • Example link: BASEURL/servicedesk/customer/portal/1/DESK-1
      • As an agent, I also encounter trouble when sharing the link when I am viewing an issue through the customer portal.
      • As an agent, I encounter trouble share the link when I am viewing an issue from the queues screen.
        • Example link: BASEURL/projects/DESK/queues/1/DESK-1

      In both cases the user receiving the link is unable to access the request using the link. This user is able to access the request using BASEURL/browse/DESK-1

      Message seen when visiting portal URL

      Message seen when visiting queues URL

      Expected behavior:

      The ability to provide another user with the link that is shown in my browser's address bar and for that user to be able to access the request using that link, provided they have permission to access the request.

      Suggested Resolution

      Automatically redirect the user so that they are able to view the request.

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          Form Name

            [JSDSERVER-3426] Agents and customers experience problems when sharing links

            Ishwinder Kaur made changes -
            Resolution New: Low Engagement [ 10300 ]
            Status Original: Gathering Impact [ 12072 ] New: Closed [ 6 ]
            Ishwinder Kaur made changes -
            Labels Original: affects-server cqt ril New: affects-server cleanup-seos-fy25 cqt ril
            Marc Dacanay made changes -
            Labels Original: affects-server cqt New: affects-server cqt ril
            Marc Dacanay made changes -
            Remote Link New: This issue links to "Internal ticket (Web Link)" [ 954863 ]
            SET Analytics Bot made changes -
            UIS Original: 1 New: 0
            SET Analytics Bot made changes -
            UIS Original: 0 New: 1
            SET Analytics Bot made changes -
            UIS Original: 1 New: 0
            SET Analytics Bot made changes -
            UIS Original: 6 New: 1
            SET Analytics Bot made changes -
            UIS Original: 1 New: 6
            SET Analytics Bot made changes -
            UIS Original: 2 New: 1

              Unassigned Unassigned
              tevans Tim Evans (Inactive)
              Affected customers:
              5 This affects my team
              Watchers:
              8 Start watching this issue

                Created:
                Updated:
                Resolved: