nav[aria-label="Primary Navigation"] { padding: 0; & ul { list-style: none; width: 100%; display: flex; flex-direction: row; justify-content: start; align-items: start; gap: 30px; padding: 0; & li { margin: 0; } & ul li { list-style: none; } } }

Service Desk change ticket status

Stefan Speck

Hello dear community,

our customers use the service desk to send tickets to us. When we process the tickets, our customers see the status "In Progress at Support". But if we need more information about the ticket processing from the customer, we leave a comment and set the status to "Waiting for customer". Now the situation is that our customers cannot change the status of the ticket in the Service Desk. So that when they have given us the further information, they can change the status back to "In Progress at Support". What is the reason for this?

I am happy to receive an answer.

Best regards Atlassian COM Service Desk Problem.png

Stefan

Accepted answers

Julie d_Antin _Elements__bsgnak

Hi @Stefan Speck

Check out this documentation page that explains how to set up an Automation rule so the status change is done automatically when a customer comments: https://confluence.atlassian.com/jirakb/how-to-update-ticket-status-when-customer-adds-a-comment-1167831032.html

All comments

Julie d_Antin _Elements__bsgnak

Hi @Stefan Speck

Stefan Speck

Hi @Julie d_Antin _Elements_

Thank you very much, that worked. However, we still want to give our customers the option to set their tickets to completed or canceled in the service desk. When we check "Show transition in customer portal" in our workflow, this message comes up:
2023-03-01 10_10_52-Bearbeiten — HRI Standard Workflow - Jira.png

If I click on "Send" and accept this setting with "Do not change the resolution", the customer still cannot change the status.

Julie d_Antin _Elements__bsgnak

By any chance would your JSM project be a Team-managed project? Apparently the option to allow customers to transition issues was only released yesterday (see update here).

The only other tip I can give at this point would be to make sure that you've published the modified workflow (once you've activated 'show transition in customer portal')

Stefan Speck

@Julie d_Antin _Elements_
Thank you very much, it was due to the unpublished workflow. I had not seen that unfortunately. Thanks for your help!

Welcome!

It looks like you're new here. Sign in or register to get started.

Quick Links

Find more posts tagged with

cloud

jira-service-management-cloud

jira-service-management