Cannot link issues between Projects
Asked by Evaldas:

Hello.

I have an Automation that (under some conditions) creates a new Issue in another JSM project and links these Issues. It works successfully for me (admin), and partially works for others (creates the new Issue), but fails to link them.

The problem is not with the Automation, because these ++users cannot link manually (via JIRA Agent view)++ neither:

![image.png](/t5/image/serverpage/image-id/341686iBFB30DAC8A124002/image-size/large?v=v2&px=999 "image.png")

Upon inspection with "**Permission helper** ", I see that these users don't have "Browse Project" and "Link Issues" permissions stating that they are... "*not a member of any of these project roles: Administrators, Service Desk Team, atlassian-addons-project-access*",

however the **Permission Scheme** shows that "Browse Projects" and "Link Issues" permissions are also granted to "Service Project Customer - Portal Access":

![image.png](/t5/image/serverpage/image-id/341690iD3B0DF749B340CB5/image-size/large?v=v2&px=999 "image.png")

And I have included these users to a group with Customers access:

![image.png](/t5/image/serverpage/image-id/341691i22529CAE3A741C76/image-size/large?v=v2&px=999 "image.png")

and even included them "individually" via Project Setting / People as SD Customer:

![image.png](/t5/image/serverpage/image-id/341695i165A25E055A49584/image-size/large?v=v2&px=999 "image.png")

I don't want them to become Admins or Agents in another project only because of (automatic) linking... so what am I missing?


Answers:
author: Michel Neeser
body: Hi [@Evaldas](/t5/user/viewprofilepage/user-id/5499077)

Is my assumption correct that the actor of your automation rule is set to "User who triggered the event"?

Also, JSM differentiates between agents and customers. I assume you're talking about agents -- in this case, the role you need to use in the "People" tab and in the "Browse Projects" permission is the "Service Desk Team" role.

Let me know if this helps.

comments: author: Evaldas
body: Yes, [@Michel Neeser](/t5/user/viewprofilepage/user-id/1828853) , Automation's Actor is "User who triggered the event" and I do understand difference between Agent and Customer - but the problem is also ++outside the Automation:++

an ++Agent++ in one JSM project cannot "manually" link that Issue to any issue in another project (in which he/she is "only" a ++Customer++, but with the Portal access and necessary permissions (at least to my understanding)..

moreover - an existing link (that was made by admin) is not even visible in UI to this Agent (except in History)..

And no - I don't want these HR people (Agents in HR project) to become "SD Team" in IT project - they are needed only as Reporters with ability to Link those issues.


author: Michel Neeser
body: [@Evaldas](/t5/user/viewprofilepage/user-id/5499077) The role "Service Project Customer - Portal Access" is basically what the name says -- it only applies if the customer is on the portal and not in the "backend" of JSM. As issue linking is a "backend" feature, this role won't apply in your case.

My suggestion would be to add your "jira-servicemanagement-customers-XY" group (as shown on your screenshot) to the "Browse Projects" permission of the relevant projects. However, please keep in mind that this will potentially make all these projects browsable by JSM customers.

Another solution would be to change the actor of your automation rule to "Automation for Jira" and to extend the scope of the rule to all the relevant projects. This way, your rule will be independent from any specific user permissions.


author: Evaldas
body: Thanks [@Michel Neeser](/t5/user/viewprofilepage/user-id/1828853) for clarifying the role - I haven't thought of it in that way..

And yes, even though I prefer to see "responsible person" in the History logs rather than anonymous "Automation for Jira" :), but changing the Automation to be run by "Automation for Jira" (and also some other changes, like changing "Reporter" in the newly created issue) works without errors...


author: Michel Neeser
body: [@Evaldas](/t5/user/viewprofilepage/user-id/5499077) Glad this worked! Please consider accepting the answers that have been helpful, maybe they are of use for others as well in the future. Thank you! :-)


author: Adolfo Casari
body: [@Evaldas](/t5/user/viewprofilepage/user-id/5499077)I suggest you to use an user with agent role in both projects as the actor of your rule. Also make sure this user has the Browse Projects +  
Service Project Agent + Link permission in both projects.  

comments: author: Evaldas
body: I didn't want real person to be included in other projects (with Browse permissions), but "Automation for Jira" worked..


author: Evaldas
body: After additional testing I see that if I directly add that HR user into the Permission Scheme of IT Project - the linking started working:

![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/341740iD8F7E69715CF3D3F/image-size/large?v=v2&px=999 "image.png")

That means "*Service Project Customer - Portal Access* " is not working as I expected.. so what is it and how to manage this "list" if User Group that is default "Customer Access" group (see picture below) ++is not++ part of this "SP Customer - Portal Access", so what is?...

![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/341741i03CBE6140F9B463D/image-dimensions/302x95?v=v2 "image.png")


Tags: cloud

jira-service-management

jira-service-management-cloud