If your company uses Jira Service Desk Server, you might be familiar with the following scenario: A customer has raised a support request with you. Having a question regarding the request, they send you a link to the customer request. However, when clicking the link as a Service Desk Agent, you are notified that you are not allowed to see the customer view.
To make things even more confusing, this is despite the fact that you have permission to see the issue view in Jira itself. At this point, you are not automatically forwarded from the customer view to the issue view.
You will not be the first Atlassian customer to have trouble navigating from the Customer Portal back to Jira. Over at Atlassian there is an open suggestion that addresses this behavior.
Seeing as this error message is displayed to everyone but Service Desk Agents, who are by far not the only group with customer contact in any given company, we were pressed for a solution.
It comes in form of our CUTE for Jira add-on. We used CUTE for Jira to display an additional button "Browse to internal view" on the error screen which will lead you to the issue view of a request (provided you are permitted to see it).
Essentially, the extension displays a button linking to the issue view based on the URL and the error message displayed on-screen.
The extension works in all Jira default languages. The button and mouse-over dialog will generally be displayed in English. In German however, the button and dialog will appear in German.
Using a property "companyname", we added the option to tailor the mouse-over dialog to your brand.
Where can I get the Extension?
Download the extension for free in our Support Portal. Like with all sample extensions, you can make whatever changes you need to use it in your environment, like adding further language support.
You can get a evaluation license in the Atlassian Marketplace to try it out!