Why customers can't change ticket's status?

[Juliana Miranda]

All customers can't change ticket's status, just users on my organization be able change. It is possivel customers change ticket's status too?

[Thorsten Letschert _Decadis AG_]

Hu @Juliana Miranda ,

make sure to tick the 'Show transition in the customer portal ' checkbox for the transitions you want to expose in your workflow configuration:

Cheers
Thorsten

[Juliana Miranda]

Hi @Thorsten Letschert _Decadis AG_ 

Unfortunately this option doesn't show for me...

[Thorsten Letschert _Decadis AG_]

Hi @Juliana Miranda ,

in your screenshot, you've selected the status instead of the transition. Clicking on the arrow reading Cancel request for example should provide you with the option.

You can't make a target status available for your customer but only the transition leading to a status.

Cheers
Thorsten

[Juliana Miranda]

Hi @Thorsten Letschert _Decadis AG_ 

I found the option you said me but the customers continue can't change ticket's status. In permissions, transition issues is able for customer.

Thank you!

[Petter Gonçalves]

Hello @Juliana Miranda

Can you confirm if you are still facing this problem in your Jira Service desk?

Per your screenshots and the details of the problem, the issue should properly be solved after the option mentioned by @Thorsten Letschert _Decadis AG_ is flagged.

If that did not work for you, I suggest double-checking if you flagged the option in the mentioned transition and properly publish your workflow draft after that:

Let us know if you have any questions.

[Ed Gaile _Atlanta_ GA_]

I am sure it is possible but is that part of your business process to allow that?  You would need to check your JIRA projects permission scheme and see what users/project roles/groups have the 'transition issues' permission.

[Juliana Miranda]

Hi @Ed Gaile _Atlanta_ GA_ 

Could you show me where stay the screen with this option 'transition issues'?

Thank you!