customer should change status from Resolvend to Accepted

[Marjo van Spyk]

I would like that when the customer confirms that the proposed/ tested solution is correct that the status from Resolved can be changed to Accepted or Closed. Now the customer can only add a comment and can't change the status.

- What I did is edit the permission in project permissions for the Service Desk Customer - portal access to Close issue.

- Also I activated the option 'Add approval', I see in the customer screen that approaval is needed but none confirmation button.

- I added a screenshot from the workflow. Now you'll see Accepted and Closed, but accepted could be removed if a customer could change the status from resolved to closed. Thanx in avance for helping!

Marjo Caessens

[Olga Videc · Accepted solution]

Hello @Marjo van Spyk 

What you need is make transition visible on customer portal to do that you need to press on the line/transition that leads to Closed and Accepted each individually.

When you press on the transition the screen will open there you have to check the "show transition on customer portal" check the image bellow

BR, Olga

[Marjo van Spyk]

Hello @Olga Videc,

Thank you very much for you answer. This is not 100% what I mean, my apologizes that I'm not clear enough. I enabled the option what you're saying, and indeed the transitions are clear. But where I'm searching for is that the customer can change the status.

E.g. see my 2nd screenshot what I'm adding. When a ticket is closed, the customer is able to Reopen it. I would like that they can Accept or Close the ticket.

Kind regards, Marjo

[Olga Videc]

Hello @Marjo van Spyk 

They can reopen it because the transition reopen is visible, you should uncheck it.

Only transition leading to Accepted and Closed should be checked.

Nothing more.

Can they transition issues to Approved and Closed? Do they have permissions for resolution?

[Marjo van Spyk]

Hi @Olga Videc 

Thank you very much, now I understand it.

It works!

Regards, Marjo