Workflow transitions visibility on customer portal

Question

Hi,

I am currently working with workflows and transitions and would like to understand how the  status and transition are visible to customers in the portal. for example, I would like to the customer to be able to see that the incident ticket is "under review" and following that has been "acknowledged" and  is now being progressed with support.

Thanks

Khaleel Sethi · Answer

So if I wanted the customer to see the different transition states the ticket is going through what would be the best way to implement..?

H K_4o5qpi · Answer

The customer is not able to set a resolution to your ticket, if he triggers the transition. In this case you can preset a resolution whenever the customer changes the status.

If the change of the status will not change the resolution of the ticket (e.g. unresolved, fixed, won't do, known error, ... ), you can set it to "do not change resolution".
Normally a resolution should be set if you trigger a green status (e.g. resolved, cancled, closed, ... ).

Khaleel Sethi · Answer

So when I go into the workflow and want to make it visible for the user on the customer portal i get the following message.