Can customers change ticket status?

Question

We are using Jira Service Management so customers can see the status of their tickets.  We have a status "waiting on customer" and would like to have customer update status to In Progress, Cancelled or Resolved".  Is it possible to enable this action for customers?  If yes, please outline how to get it established.  Thanks for your help!

Kate Pawlak _Appsvio_ · Answer

What does "they cannot select them" mean? Could you please attach any screen?

stacey.flynnkissel · Answer

We tried this and while our customers can see the additional statuses to choose, they cannot select them...any help on that piece would be appreciated.

stacey.flynnkissel · Answer

Thank you!  We will try and test! :)