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Waiting on Customer workflow step issue

NA_tek2gt

As part of our service desk workflow, we have a Waiting on Customer step (right before the ticket is resolved). When the email is received by the customer, there is no ability for them to approve/decline it either via the email or portal?

Does anyone use this step in their workflow and if so, how does it work for you?

Thanks in advance

Accepted answers

Patrick Cartier [Candylio]

Hi @NA,

New this year, there is this feature which allows the requester (customer) to resolve the issue.

https://confluence.atlassian.com/servicedeskcloud/blog/2016/06/more-transitions-fewer-notifications?_ga=2.13728695.1251387755.1541388575-1760366298.1538725681

Another way to make it more specific to the workflow would be to set up an automation rule. You can read more from this question:

https://community.atlassian.com/t5/Jira-Service-Desk-questions/How-to-allow-customer-close-reopen-issue/qaq-p/67487

Hope this helps!

All comments

Patrick Cartier [Candylio]

Hi @NA,

New this year, there is this feature which allows the requester (customer) to resolve the issue.

https://confluence.atlassian.com/servicedeskcloud/blog/2016/06/more-transitions-fewer-notifications?_ga=2.13728695.1251387755.1541388575-1760366298.1538725681

Another way to make it more specific to the workflow would be to set up an automation rule. You can read more from this question:

https://community.atlassian.com/t5/Jira-Service-Desk-questions/How-to-allow-customer-close-reopen-issue/qaq-p/67487

Hope this helps!

NA_tek2gt

Hi Patrick

Thank you for your response... I appreciate it.

I have created transitions at the Waiting on Customer step in our workflow..

#1 - when at "waiting on customer", the customer can close the ticket in the portal if they are happy with the solution - this seems to work ok... the ticket is completed!

#2 - when at "waiting on customer", the customer cannot "decline" the solution in the portal. the only way to let the tech know if via comment.

Is there a way to have an option to "decline" the solution in the portal, so that it goes back to the tech to continue to work on?

Please let me know if I'm not making any sense

Regards

Marija

NA_tek2gt

I managed answer my own question.. the article Patrick provided regarding transitions was helpful, I just needed to process how the entire workflow/transition worked a bit more in my head... thank you

Patrick Cartier [Candylio]

Glad it helped @NA!

Patrick Cartier [Candylio]

Hi @NA,

If this answered your question, please accept the answer so that other users know there is a solution.

If it didn't answer it, let me know what else!

Have a great day.

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