Communardo Software GmbH, Kleiststraße 10 a, D-01129 Dresden
0800 1 255 255

Improve your Jira Service Desk with CUTE

Navigate easily from the Service Desk customer portal to the JIRA issue view - with CUTE!
Jira Service Desk is now Jira Service Management.

Get to know more bout the new Jira Service Management.

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. 

Error message in the customer portal that you are not allowed to see the request

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.

The Solution

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).

Error message in the customer portal stating that you are not allowed to see request with an additional button reading 'browse to internal view' and the mouse-over dialog reading 'Forwarding to internal view for Communardo staff'

The Extension

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.

Edit company property in the CUTE administration

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!

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