how to modify requests submitted via service desk portal after they've been rejected

unknown

I have a service desk workflow where:

1) User with customer level permission submits request for processing/approval via a portal

2) Someone with Sevice desk license transitions the requests through various steps until they either accept or reject it. if rejected they'll comment on why it was rejected

4) Portal user can see that request was rejected and the comment

My questions is how can  I have the customer edit the request and then resubmit it? Or is this not possible, and everyone would need a service desk license to have ability to update the SD issue that was rejected and then resubmit it via workflow transition buttons on the issue rather than through portal?

I'm not seeing how I can allow for issue to be modified and resubmitted unless everyone has SD licenses.

Thanks,

jay

Jack Brickey

You can expose a transition on the portal. So for example let’s say the rejected status is Rejected. If you create a transition back to say Open which is then followed by the Approval status and you expose the ‘reopen’ transition on the portal then the customer can reopen and add a comment for reconsideration.

hope this makes sense.