Permission to Resolve Tickets on Client Portal

Question

Hello,

I'd like to know where to enable the option "Resolve" in the Client Portal.

I've been comparing two of my accounts. One of them allows the status to be changed by the customer and the other doesn't. I also compared the project settings > summary > permissions > scheme and for "Resolve Issues" under Issues Permissions, and they are exactly the same

Thanks in advance for any suggestions or orientations

Joseph Chung Yin · Accepted Answer

@Marcos Lourenco -

Hi Marcos:

To allow issue to be Resolved via the portal UI, you will need to take a look at your WF associated with your issue type/request type.  In the WF configuration UI, if you look at the "Diagram" view and access the appropriate transition, you will see the option where you can expose the transition to be visible in the customer portal.

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

Mark Segall · Accepted Answer

Hi @Marcos Lourenco - This is established on the underlying workflow for that issue type.  On each transition, there is a checkbox for Show transition in the customer portal.  This presents the transition as an option.