HHow can I release the change of status of a ticket for a customer in the Next-Gen Service project?

[Katharina Just]

I have tried several times using the different request types in the respective workflows, but it is not possible for a customer to select something or change the status themselves. Could someone please help me?

Thank you

[Olga Videc]

Hello Katharina 

You mean customer portal transition.

From Atlassian documentation

You can show transitions in the portal so customers can transition requests themselves.

You must be a project administrator to show a workflow transition in the portal.

To add a transition to the portal, you edit an existing transition in the workflow:

1. From your service project, select Project settings () > Workflows.
2. Click next to the workflow you want to show a transition for.
3. Select Diagram to open the diagram view.
4. Make sure Show transition labels is selected.
5. Select a transition in the workflow.
6. Select Show transition on the customer portal.

Customers with access to your service project can transition requests in the portal.

Customer transitions in the portal behave differently than other workflow transitions:

• Screens don't display in the customer portal. You can set a resolution for issues that are transitioned in the portal.
• Transitioning an issue from the portal ignores validators for the transition.

https://support.atlassian.com/jira-service-management-cloud/docs/show-a-workflow-transition-in-the-portal/

BR, Olga

[Katharina Just]

Hello Olga,

Thank you very much for your quick and detailed answer. If I make the changes in the workflow, our customers still cannot change the status in the portal. They can see it, but they can't change it. Is it possible to set this at all?

br, Katharina

[Olga Videc]

Hello Katarina, 

They can see it but can't make the transition, because of permissions you need to edit your permission scheme.

Permission: Transition Issues
    Add Service Desk Customer - Portal Access

BR, Olga