How might a customer transition a request?

Question

Hi there,

When editing the workflow for requests in the next-gen service desk - there is no option (that I can see) to make a transition visible on the customer portal (as per this ticket). Last year, I do remember being able to update statuses from the portal but I'm unable to do so.

In essence - I want to give customers the ability to escalate a ticket. This exists in the workflow and this transition can be done by an Agent but I want to have it customer-facing as well.

Hope I'm missing something obvious! Thanks for the help!

Hiba_Ganta · Answer

@Ravi Sagar _Sparxsys_ this workflow editor is specific to the next-gen jira service desk I'm using. My guess is that this sub feature hasn't made it to next-gen yet but I wanted to clarify if that was the case)

Ravi Sagar _Sparxsys_ · Answer

Hi @Hiba_Ganta

Interesting. I don't have this new workflow editor yet in my instance. It seems like that option to show transition on the customer portal is not in this workflow editor?

Also, in your instance is there a template for Next-gen Jira Service Desk as well?

Ravi

Hiba_Ganta · Answer

Hi Ravi

I'm in a next gen project so the workflows are managed per request type and not in the Jira admin where I would be able to see that checkbox

In the next gen project, you go to Project details >> Request types >> Edit workflow and then you see this