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  1. Jira Service Management Data Center
  2. JSDSERVER-4796

Automatically redirect JSD customer to customer portal link if agent link is used

    • Icon: Suggestion Suggestion
    • Resolution: Unresolved
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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 Desk Server. Using JIRA Service Desk Cloud? See the corresponding suggestion.

      If a JSD agent is working on a ticket for a customer and goes to their address bar to send the link to a customer, it'll be jira.example.com/browse/JSDPROJECT-123

      If a JSD customer goes to this link, they're given a giant warning as they should be using jira.example.com/servicedesk/customer/portal/X/JSDPROJECT-123 which an agent needs to get by going to the "View Customer Request" link on the RHS

       

      It would be IDEAL if the agent link was used by a customer, that it checked if the user was a legitimate customer for that request and redirected them to the customer request view automatically.

       

      Obviously if the user did not have access to JSDPROJECT-123, then throw the same error.

            [JSDSERVER-4796] Automatically redirect JSD customer to customer portal link if agent link is used

            Another UPVOTE here as well. 

            Yong K. Jun added a comment - Another UPVOTE here as well. 

            UPVOTE... would be great to allow portal user redirect in case of click through on agent link.

            Tony Buxton added a comment - UPVOTE... would be great to allow portal user redirect in case of click through on agent link.

            This is important for us too.

            This is causing a lot of frustration among the users who are agents on few projects and customers on few other projects.

            shyam.bhojwani added a comment - This is important for us too. This is causing a lot of frustration among the users who are agents on few projects and customers on few other projects.

            Hello,
            It is important for us too!!

            Please update on situation and correct this linking issue if possible. From first point of view it looks so easy to fix it.
            All other Service Desk services are using those for many years, I dont understand Atlassian in this case.

            It is really frustrating when you cannot share the same link with customer or vice versa. It doesnt make easy communication with customers at all.
            It is also important for management, who makes decisions to use or not to use product. I really like the product and I want to use it further on, but if Decision Makers cannot use simple things and get frustrations, we will be forced to use other Service Desk SW.

            Tomas Kasputis added a comment - Hello, It is important for us too!! Please update on situation and correct this linking issue if possible. From first point of view it looks so easy to fix it. All other Service Desk services are using those for many years, I dont understand Atlassian in this case. It is really frustrating when you cannot share the same link with customer or vice versa. It doesnt make easy communication with customers at all. It is also important for management, who makes decisions to use or not to use product. I really like the product and I want to use it further on, but if Decision Makers cannot use simple things and get frustrations, we will be forced to use other Service Desk SW.

            Any update on this?

             

            This is causing a lot of frustration for our users. Any update will be greatly appreciated.

            shyam.bhojwani added a comment - Any update on this?   This is causing a lot of frustration for our users. Any update will be greatly appreciated.

            Hello,
            Do you have any update on this topic?

            LAtely we have started to use Jira Service Desk, but there is a lot of frustration from our customers and from agents, when Customers from customer portal must use one link and agents (support team), must use different link to access the same issue.

            Why it cannot be the same link? When logging in, user could be detected by role and automatically redirected to one or another view of the same issue.

            It is really important for us.
            We are using on premises solution, not cloud. We have jira, confluence and Service desk, latest versions updated.

            Tomas Kasputis added a comment - Hello, Do you have any update on this topic? LAtely we have started to use Jira Service Desk, but there is a lot of frustration from our customers and from agents, when Customers from customer portal must use one link and agents (support team), must use different link to access the same issue. Why it cannot be the same link? When logging in, user could be detected by role and automatically redirected to one or another view of the same issue. It is really important for us. We are using on premises solution, not cloud. We have jira, confluence and Service desk, latest versions updated.

            Sherryl Radbil added a comment - - edited

            This is causing our clients quite a bit of frustration. Please address this issue.

            We are using JSD 3.3.0 and it seems that for someone who is only a JSD user, when given a JIRA style link such as https://www.company.com/jira/browse/AAA-111, the are actually redirected to the JSD link.

            But we have clients that are both JIRA users for some projects and JSD users for other projects. So when they access a ticket for a project where they are JIRA users they should access via the JIRA link to have full capabiities. But when they access a project where they are a JSD user, they should get redirected to the JSD customer portal link if by mistake they are given the JIRA style link.

             

            Sherryl Radbil added a comment - - edited This is causing our clients quite a bit of frustration. Please address this issue. We are using JSD 3.3.0 and it seems that for someone who is only a JSD user, when given a JIRA style link such as https://www.company.com/jira/browse/AAA-111, the are actually redirected to the JSD link. But we have clients that are both JIRA users for some projects and JSD users for other projects. So when they access a ticket for a project where they are JIRA users they should access via the JIRA link to have full capabiities. But when they access a project where they are a JSD user, they should get redirected to the JSD customer portal link if by mistake they are given the JIRA style link.  

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                Created:
                Updated: