Customers cannot close tickets on JIRA service desk

John_Haworth

Hi 

We've invested quote a lot of time building custom workflows for our company service desk 

At each step customers have options to transition tickets through the workflow 

The last step of our workflow is "tested on live environment signed off, and has the transition to close ticket

We've enabled the service desk permissions for close ticket for Service desk customer - portal access

The client can see this transition in the portal and click it 

However its blocked from transitioning (loading cartwheel of death)

When I use the permissions helper I'm told:

The user must have a JIRA Service Desk license and Service Desk Agent permission on this project.

 

Does anyone have a solution that doesn't involve spending $56000 on user lisence just so clients can make this one transition. 

It seems almost deceptive to have a permissions scheme that would allow us to enable a permission to allow customers to close tickets and then overide it.

 

Susan Hauth _Jira Queen_

Hi John,

We recently had a similar problem.  I raised it to Atlassian support and eventually we found it was due to an old custom filed with multiple contexts and the way the contexts had been applied on JIra 4.6 (yes we started there), it had messed up the custom field and that led to the transition failing on the portal. 

A couple of things to check.  See if you have any validators or conditions on the transition that you have set on the portal.  Those are still applicable and see if there is anything that might block that transition.  IS there a validator that says something about permissions?

Is there anything in the post-function other than transitioning the issue that might want more permissions (e.g. creating a linked issue).

Check the web console and see if you can see a java error.  That's how we discovered ours.

Can you reproduce the problem?  Or is it only customers?

That's a start.

Susan