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; } } }

How to restrict customers from closing the ticket from customer portal?

Namrata Kumari

I would like to restrict the customer from closing/resolving the tickets from their end.

How can I achieve it?

Thank you!

Accepted answers

Kris Dewachter

Hi @Namrata Kumari ,

Do you mean you want to block the customer to close tickets via the JSM portal?

You have to check the workflow and make sure the transition to status "Closed" is NOT available to customers. (Checkbox "Show transition in customer portal" should NOT be checked).

Screenshot 2024-04-08 at 13.45.01.png

Best regards,

Kris

All comments

Kris Dewachter

Hi @Namrata Kumari ,

Do you mean you want to block the customer to close tickets via the JSM portal?

You have to check the workflow and make sure the transition to status "Closed" is NOT available to customers. (Checkbox "Show transition in customer portal" should NOT be checked).

Screenshot 2024-04-08 at 13.45.01.png

Best regards,

Kris

Namrata Kumari

Thanks @Kris Dewachter

But would this also prevent customers from viewing the ticket status once it has been transitioned to Done/Resolved by the Support team?

Kris Dewachter

Hi @Namrata Kumari ,

No, this will not hide the status from the customer.

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