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Creating a link to reopen the service request in email notification

I use scriptrunner to send custom notifications when solving a service request in the service desk project. The notification contains images corresponding to the user's satisfaction (from 1 to 5) and a picture of the reopen request.


I tried to use the link that is located in the corresponding transition button:

{ ()}

But when the user clicks on it, the user goes to the main page of the customer portal service desk.

Please tell me how you can create a link so that a user who only has customer access to the service desk project, when clicking on the reopen request image, everything works correctly?


1 answer

0 votes
Peter-Dave Sheehan
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
Sep 01, 2021

I am not aware of a URL you can click that will cause the issue to transition automatically from the customer portal.

The customer portal option to transition an issue calls a rest API with a PUT method and some payload.

url: /rest/servicedesk/1/customer/requests/transition
payload: {issueKey: "ISV-2", transitionId: 11, comment: ""}

You could get fancy with using a custom rest api endpoint that accepts a get. But you'll have to make sure your api is smart enough to redirect to login page, then back to the API to trigger the transition then back to the issue.

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