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Customer cancelled tickets

Chad Henderson_qpe911

First, I have to state that I have used JSM for many years and I absolutely hate the new setup.

With that gripe out of the way, I have been searching for instructions on how to add in transitions to the customer portal so that a customer can "cancel" their own ticket. I cannot find the old checkbox for showing transitions on the customer portal. Please help!

Accepted answers

Mikael Sandberg

If you are using the new workflow editor, all you have to do is click on the transition and you should see the option to make it available on the portal:

Screenshot 2025-11-13 at 2.04.03 PM.png

All comments

Mikael Sandberg

If you are using the new workflow editor, all you have to do is click on the transition and you should see the option to make it available on the portal:

Screenshot 2025-11-13 at 2.04.03 PM.png

Chad Henderson_qpe911

I am not getting that option when I select the transition. See the picture below:

Screenshot 2025-11-13 152836.png

Ashok Shembde

Hi @Chad Henderson ,

I have attached screenshot please check highlighted point then you easily add the status and transition. Screenshot 2025-11-14 160858.png

Tomislav Tobijas

Hey @Chad Henderson ,

It seems like you've selected a status, not the transition.
If you click on one existing transition on the screenshot, you could then see the button Mikael mentioned.

Note that the workflow needs to be connected to a JSM project so options related to customers are visible in the editor.

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