Service Desk workflow transitions - not seen when issue is viewed by non agent outside portal

Question

Hello

Jira service desk issues can also be viewed outside portal by searching with issue#.

As an Agent:

I can see the issue and associated workflow transitions even outside portal

As a non-Agent:

Users cannot see workflow transitions.

There are no conditions on the workflow, so why non-agents not able to see the workflow transitions.

Please let me know

Abe

Modha K Khammammettu · Answer

Thanks for response.

By comment internally it means that even workflow actions on portal that depend on comment made also does not work.. right?

And agent who is monitoring ticket in portal will not know that a comment is made ?

Is my understanding correct?

RianS · Answer

Even if the permissions on a Service Desk project as set in such a way that allows non-Agent JIRA users to view issues, they cannot work issues within a JIRA Service Desk project. This is due to the licensing of the product. Non Service Desk licensed users can only view issues, watch and vote on them, and comment internally. They cannot view SLA's, perform any transitions or comment to the customer.