How can the dev team working with us can know the links between a JSM ticket and a JS ticket?
Asked by Coline Laprade:

Hello the Atlassian Community,

We are using JSM since recently and only agents has the access to the JSM tickets. We are also working with a development team which require having access to these tickets. We manage it by creating a clone on JS when we require their assistance.

Recently the dev team has the need to identify which JSM ticket correspond to a JS ticket.

I have tried using filters so they can see the correspondence but because they don't have access the the JSM project they cannot see the column links and identify the JSM ticket.

See screenshots below:

![Example_issue_ticket correspondence_view authorized.JPG](/t5/image/serverpage/image-id/307447iF32C69321605AEB7/image-size/large?v=v2&px=999 "Example_issue_ticket correspondence_view authorized.JPG")![Example_issue_ticket correspondence_view unauthorized.jpg](/t5/image/serverpage/image-id/307448iC02E61F7322C0CBD/image-size/large?v=v2&px=999 "Example_issue_ticket correspondence_view unauthorized.jpg")

Please let me know how the dev team can know which JS ticket corresponds to which to which JSM ticket.

TIA


Answers:
author: Nic Brough -Adaptavist-
body: Hi Coline,

That would need you to be adding a link when you are creating the clone, and giving your developers the permission to read the JSM project (you don't need to give them any more permission than just "browse project")

You might find it easier to use "create linked issue" rather than clone and move - that will automatically create a link from the JSM issue to the JS issue, as well as enabling automation to replicate actions from one to the other easily.

comments: author: Coline Laprade
body: Hi Nic,

Thank you very much for your swift feedback. I have never seen the "browse project" access. Only the JSM access button on /off. In which menu it can be found?

The clone is created by an automation triggered by a status change which display a specific screen we need to fill to create a ticket on the JS side. The automation to replicate actions from one to the other are already in place tooo.

I have not seen I can just link the tickets including the transition screen. I also need the attachments and comments created in the JS side.


author: Coline Laprade
body: I have looked at the "browse project' option and granted access to the specific team. Checking with them if they can see the links and access the tickets.

I keep you posted !


author: Nic Brough -Adaptavist-
body: Ok, that depends on whether the project is company or team managed.

In a company-managed project, you need to go into the "permission scheme" for the project to check the project browse access, and possibly add a new role to it (only Jira admins can do this, not project admins). I tend to have a global project role called "read only", and I then add "browse project: role: read-only" to most project permissions. That enables the project admins to add people into the "read only" role when they want someone else to be able to read (but not do anything else)

In a team managed project, the project admins can go to project settings -\> internal access, and add people into the built-in view-only role

If your developers have read access to the JSM project, you should see the links column filled with the links next time they visit your search!

"Create linked issue" might not be of a lot of use to you if you want to duplicate comments and attachments. But, if your developers have access to view the issues in the JSM projects, then I would question the need to duplicate the issue - if they need to see the customer comments and attachments, then they could just follow the link to the JSM issue and see them all there. That is likely to be cleaner than duplicating everything (especially if your developers are going to be commenting or amending attachments on their side)


author: Coline Laprade
body: I didn't know this "browse projects' option. Thank you much for letting me know! The dev team said they can access.

However with only "browse projects" option activated for them, can they comment the JSM ticket? If not we still need to maintain the clone on the JS side.


author: Nic Brough -Adaptavist-
body: In a company-managed project, you could also grant your developers "comment" - then they would be able to leave comments on the the issue, ones that would not be visible to customers. Most of us allow that - the Agent is in charge of the conversation with the customer, but the developers who get drawn into issues usually like to be able to answer the questions in the issue (and can be confident they're not going to disrupt the conversation with the customer)

For team-managed projects, you could create a new role for "non agent developers" which has read and comment permission.


author: Coline Laprade
body: Wonderful! this is something I was not aware off! How can I grant comment permission as I am in a company-managed project ?


author: Nic Brough -Adaptavist-
body: In a company managed project, the permission scheme is the controller - you'll find make comment, edit comment and delete comment permissions in it!


Tags: cloud

jira-service-management

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