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Customer Transition

Maria Bonello

I want customers to transition issues such as reply back with information or close the issue. However, when the customer clicks on the transition button from the portal nothing happens. When using the permission helper from the issue, the given error is the following "The user must have a JIRA Service Desk license and Service Desk Agent permission on this project."

In order for the customers to transition issues, they need to be agents, and/or they need to have a Jira Service Desk license?

Thanks in advance

Accepted answers

Tarun Sapra

Hello @Maria Bonello

In order to transition issues, please see the permission scheme of the project.

https://confluence.atlassian.com/jirakb/standard-permissions-in-jira-service-desk-838416600.html

(Generally it's only the agents actually working on the tickets which can do this change)

Transition Issues
Service Desk Customer - Portal Access
Project Role (Service Desk Team)
Project Role (Administrators)

All comments

Tarun Sapra

Hello @Maria Bonello

In order to transition issues, please see the permission scheme of the project.

https://confluence.atlassian.com/jirakb/standard-permissions-in-jira-service-desk-838416600.html

(Generally it's only the agents actually working on the tickets which can do this change)

Transition Issues
Service Desk Customer - Portal Access
Project Role (Service Desk Team)
Project Role (Administrators)

Tarun Sapra

https://confluence.atlassian.com/adminjiracloud/customizing-jira-service-desk-permissions-776636379.html

Olga Videc

Hello @Maria Bonello

You can close issue via the customer portal, just edit your workflow like this:

Edit workflow -> Edit transition -> when you click it "Show transition in the customer portal" should appear, check that.

Also in order for customer to be able to close the issue he should have permission to do so.

Customer's don't need Service desk licenses to do this.

Using the same logic, you can do this for any other transition, just make sure that the workflow is associated with Service desk project, or it won't work.

BR, Olga

Karolina Lasoń [Deviniti]

Hi @Maria Bonello,

I think you should try out Actions for Jira Service Desk. This app enables you to create customer transitions on the workflows, including Edit option which will be visible for the reporters on the Request Detail View.

Cheers,

Karolina

Maria Bonello

Thank you all for your feedback

Thomas Hardin

@Karolina Lasoń [Deviniti] - What about a Datacenter version for Actions for Jira Service Desk. Since this is not offered, what other alternatives are out there to provide the same or similar functionality? The VERY attractive benefit to this add-on is the ability to add fields to the actions. This makes life so much easier for customers and agents alike, however; if there is not a Datacenter option, it serves no purpose to a growing population of companies.

Karolina Lasoń [Deviniti]

@Thomas Hardin - you can create some workflow transitions natively with screens. In case of edit transition it will be visible on the Customer Portal but the customers will be able only to leave a comment. https://confluence.atlassian.com/servicedeskserver/configuring-the-customer-portal-939926277.html#Configuringthecustomerportal-addTransitionsAddtransitions

Unfortunately, I'm not aware of any app with this functionality is available on the Data Center, but you can always check out on Atlassian Marketplace.

Thomas Hardin

@Karolina Lasoń [Deviniti] - Unfortunately, the ability to add a comment with the customer transition is not what we need, hence the use of the add-on. Our concern is that it does not work in Datacenter. Do you know if there are plans to enable the functionality?

Rob Horan

Is there a way to ensure the customer enters a comment at this time?

Miriam Hopton

Thank you, Tarun!! this helped so much. Simple modification and fixed this for my project.

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