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Service Desk can't reopen Request

Mauricio Gonzalez

Hello,

When a request enters the "Resolved" or "Closed" status I want to be able reopen it. The transition shows in the customer portal, however when I click on it, I get prompted for a comment and nothing happens after trying to submit the comment along with the transition. It's worth mentioning that this only happens for Requests created by customers (on test requests I created myself, I can reopen them just fine), even though I have the permission to execute that transition.

Accepted answers

Brant Schroeder

Are there any conditions on the workflow that could be preventing the issue from transitioning?

All comments

Brant Schroeder

Are there any conditions on the workflow that could be preventing the issue from transitioning?

Mauricio Gonzalez

No, I have tried as both an administrator and Service desk Customer. What's funny is that this happens for requests created by a customer.

Brant Schroeder

What are your roles on the Project?

Mauricio Gonzalez

I'm in the Administrators roles, but I also impersonate a user in the Service Desk Customers role with the same outcome.