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  1. Jira Service Management Data Center
  2. JSDSERVER-3816

Allow Link Issues permission for users without agent license

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    • We collect Jira Service Desk feedback from various sources, and we evaluate what we've collected when planning our product roadmap. To understand how this piece of feedback will be reviewed, see our Implementation of New Features Policy.

      NOTE: This suggestion is for Jira Service Management Data Center. Using Jira Service Management Cloud? See the corresponding suggestion.

      Atlassian Update – 19 January 2023

      Hi everyone,

      We’re excited to let you know that we are implementing this suggestion in the upcoming JSM Data Center and Server 5.6 release.

      In service projects, linking issues that originate from different projects was previously only limited to licensed agents. This meant that if a user wanted to create an issue that would be linked to an issue from another project, they would need to be agents in both of these projects. We’ve removed this limitation in 5.6, meaning all users who have Create Issue and Link Issue permissions will be able to link issues between different projects.

      Kind regards,

      Charlie Marriott

      Jira Service Management Data Center

      Current Behaviour
      A user must be a licensed agent in Jira Service Management in order to add a link from an issue in a Service Project to another issue.

      • A user does not need an agent license to link from an issue in a Business or Software project to a Service Desk project. The link appears on both issues after being added.

      "IGNORED_PERMISSIONS" list does not include LINK_ISSUES

      Steps to reproduce the issue

      1. Create a user with application access to Service Desk.
      2. Create 2 Service Desk projects which share the same permission scheme.
      3. Grant the user with the Service Desk Agent permission of one of the projects (project A). In the other project (project B), grant only Browse Projects, Create Issues and Link Issues permissions to the user.
        • This means that the user is an Agent of project A but not an Agent in project B.
      4. As an Agent of the Service Desk project, use the Create Linked Issue option to create a linked issue in the other Service Desk project (project B) which the user is not an Agent.
      5. Even though with the Create Issues and Link Issues permissions in the targeted project, the Agent will not be able to create the linked issue. However, the create issue and link issue operations can be performed separately.
        • Actual result: On the Create Linked Issue screen, an error You do not have permission to link issues in this project appears and the operation cannot be completed.

      Suggested Change
      Remove veto/override for LINK_ISSUES so that this permission in project permission scheme applies to all users and so that users who are not agents can see Add Link option on issues in Service Desk projects.

            [JSDSERVER-3816] Allow Link Issues permission for users without agent license

            Jira Admin (NR) added a comment -

            Is this available in Cloud?

            Jira Admin (NR) added a comment - Is this available in Cloud?

            Charlie Marriott added a comment -
            Atlassian Update – 19 January 2023

            Hi everyone,

            We’re excited to let you know that we are implementing this suggestion in the upcoming JSM Data Center and Server 5.6 release.

            In service projects, linking issues that originate from different projects was previously only limited to licensed agents. This meant that if a user wanted to create an issue that would be linked to an issue from another project, they would need to be agents in both of these projects. We’ve removed this limitation in 5.6, meaning all users who have Create Issue and Link Issue permissions will be able to link issues between different projects.

            Kind regards,

            Charlie Marriott

            Jira Service Management Data Center

            Charlie Marriott added a comment - Atlassian Update – 19 January 2023 Hi everyone, We’re excited to let you know that we are implementing this suggestion in the upcoming JSM Data Center and Server 5.6 release. In service projects, linking issues that originate from different projects was previously only limited to licensed agents. This meant that if a user wanted to create an issue that would be linked to an issue from another project, they would need to be agents in both of these projects. We’ve removed this limitation in 5.6, meaning all users who have Create Issue and Link Issue permissions will be able to link issues between different projects. Kind regards, Charlie Marriott Jira Service Management Data Center

            paul yip added a comment -

            any update for this issue

            paul yip added a comment - any update for this issue

            Fabrizio Galletti (Getconnected) added a comment -

            +1 doesn't seems a "features" to me 

            Fabrizio Galletti (Getconnected) added a comment - +1 doesn't seems a "features" to me 

            Michael Aglas added a comment - - edited

            Happy birthday! 5 years and literally no progress...

            In my opinion it is a bug.

            Michael Aglas added a comment - - edited Happy birthday! 5 years and literally no progress... In my opinion it is a bug.

            kristine.lott added a comment -

            This feature would greatly increase collaboration across different teams, without compromising security settings. I think allowing members of one service desk to create linked issues in another service desk, without being an agent, would be pretty basic as teams must work collaboratively but should not be agents in each others' service desks all the time.

            kristine.lott added a comment - This feature would greatly increase collaboration across different teams, without compromising security settings. I think allowing members of one service desk to create linked issues in another service desk, without being an agent, would be pretty basic as teams must work collaboratively but should not be agents in each others' service desks all the time.

            rvasuki added a comment -

            Hi, may I know is there any update from Atlassian side to fix this? 

            rvasuki added a comment - Hi, may I know is there any update from Atlassian side to fix this? 

            Raymond Rabu added a comment -

            We have the exact same issue as James described.

            • Issue created in Service Desk A
            • Agent1 of A takes the ticket and creates a linked issue in Service Desk B (legal for example)

            Problems:

            1. Agent1 can not see their own ticket unless Reporter has browse. This only allows Agent1 to see the linked issue so handoff to Agent2 or having a supervising agent see an overview of where things are is not possible.
            2. Agent1 can see their own ticket as well as Agent2 only if they have browse on Service Desk B. However, that department may need to have the internal workings of the issue be private.

            We "solved" this with a work-around. We introduced issue level security. 

            • allow all agents of Desk A browse permissions on Desk B
            • if agents in Desk B have internal stuff they need to not be visible; then they must do the extra leg work of creating their own internal ticket linked as "part of" the ticket that agent from Desk A created and set the issue level security of the internal ticket to something like "for legal only"

            This is messy in that all agents of Desk B must be cognizant that their tickets are open to the other agents by default so must be careful regarding what they put in there. Ideally, Jira needs another permission that allows granting access to being simply "aware" of issues and not their details. Such permission should give a subset of "browse":

            • issue key
            • any other field (custom, summary, description, reporter, etc) would be optionally configured to be visible in permission scheme)

            Raymond Rabu added a comment - We have the exact same issue as James described. Issue created in Service Desk A Agent1 of A takes the ticket and creates a linked issue in Service Desk B (legal for example) Problems: Agent1 can not see their own ticket unless Reporter has browse. This only allows Agent1 to see the linked issue so handoff to Agent2 or having a supervising agent see an overview of where things are is not possible. Agent1 can see their own ticket as well as Agent2 only if they have browse on Service Desk B. However, that department may need to have the internal workings of the issue be private. We "solved" this with a work-around. We introduced issue level security.  allow all agents of Desk A browse permissions on Desk B if agents in Desk B have internal stuff they need to not be visible; then they must do the extra leg work of creating their own internal ticket linked as "part of" the ticket that agent from Desk A created and set the issue level security of the internal ticket to something like "for legal only" This is messy in that all agents of Desk B must be cognizant that their tickets are open to the other agents by default so must be careful regarding what they put in there. Ideally, Jira needs another permission that allows granting access to being simply "aware" of issues and not their details. Such permission should give a subset of "browse": issue key any other field (custom, summary, description, reporter, etc) would be optionally configured to be visible in permission scheme)

            Marcus Yu added a comment -

            How has this not been fixed yet?

            +1

            Marcus Yu added a comment - How has this not been fixed yet? +1

            James Lehmann added a comment -

            Hi,

            Not every department is allowed to deal openly with their requests e.g. human resources or legal. However, everyone must know that there is a linked issue and that it is being worked on.

            If create issue and linked issue permissions are set, this should be enough to show only the issue and the corresponding link. Our departments cannot work together because of this "All" or "Nothing" restriction.

            If a linked issue is created from project "A" for project "B", all agents in project "A" must be able to see that an issue in project "B" has been created.

            Currently the colleagues use the web link so they can at least keep a bit of structure. Comments or pen and paper are not really a solution to keep track!

            Regards

            James Lehmann added a comment - Hi, Not every department is allowed to deal openly with their requests e.g. human resources or legal. However, everyone must know that there is a linked issue and that it is being worked on. If create issue and linked issue permissions are set, this should be enough to show only the issue and the corresponding link. Our departments cannot work together because of this "All" or "Nothing" restriction. If a linked issue is created from project "A" for project "B", all agents in project "A" must be able to see that an issue in project "B" has been created. Currently the colleagues use the web link so they can at least keep a bit of structure. Comments or pen and paper are not really a solution to keep track! Regards

              cmarriott Charlie Marriott
              tevans Tim Evans (Inactive)
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                Created:
                Updated:
                Resolved: