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JIRA ServiceDesk Close issue

ajnene1

Hi!

We've created a Service Desk project. Modifyed workflow, so after issue is created and its has "Needs triage" status it is possible to close the issue. Also "close issue" permission was added for the jira-users. But on the Service desk page while issue is open, we can't see Close Issue button. How we configure JIRA SD so it would be possible?

Thank you!

Accepted answers

All comments

Haris Psarropoulos

Hello,

Is there a solution for this? I would like the customer that has access to the portal to be able to close their request after verifying them, but I do not see any option in the customer portal apart from the view/comment/attach.

Thank you

Jonas Bo Larsen1

It is not currently possible with a standard JIRA Service Desk, but you can extend the JIRA Service Desk (local/server version) with a third party plugin called JIRA Service Pack, and with this it is possible to involve customers in workflow actions.

Logan G Hawkes

If I understand you, the standard behavior for JIRA Service Desk is that customers can't execute workflow actions (transitions). Do I have that right? How does a customer report whether a solution worked or not?

Jonas Bo Larsen1

That is correct. Well, they write a comment explaining its ok, and then a service desk agent resolves the ticket. If you want customers to be able to execute workflow transitions, you will need the JIRA server edition and the plugin Service Pack for Jira Service Desk. I hope it answers your question. https://marketplace.atlassian.com/plugins/com.intenso.jira.plugins.jsd-extender PS Sorry for not answering in comment before. I am new to this

Daniel Holcombe

what's the status of this?

Martin K_pgbwhb

Almost one year and still no answer to that simple question.
Is there a possibility for JSD users to close their own issues?

Jean-Michel Caz

Would be interested as well...

Lukas Wrede

Same here. Customers should see buttons like "Close", or "Reopen".

michael.roberts

Yes would be useful to know if this is possible?

Akhilesh Kataria

But the plugin that you've mentioned is not available on the hosted version..

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