Showing results for 
Search instead for 
Did you mean: 
Sign up Log in
Deleted user
0 / 0 points
badges earned

Your Points Tracker
  • Global
  • Feed

Badge for your thoughts?

You're enrolled in our new beta rewards program. Join our group to get the inside scoop and share your feedback.

Join group
Give the gift of kudos
You have 0 kudos available to give
Who do you want to recognize?
Why do you want to recognize them?
Great job appreciating your peers!
Check back soon to give more kudos.

Past Kudos Given
No kudos given
You haven't given any kudos yet. Share the love above and you'll see it here.

It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

How can I add "Closed" transition instead of "Resolved" to Service Desk requests Form? Edited

Our agents resolve tickets and the requester is supposed to close them after testing the resolution. 

Our service desk request form only gives option to resolve the issue.  How can I change this form to add the closed transition?




I would like "Resolve this issue" form above to link to "Close issue" instead of resolve.


1 answer

1 accepted

1 vote
Answer accepted
Stuart C Community Leader Jan 30, 2021

Hi @Pete P 

Is the project you're using classic or next-gen?

You can change the workflow and add in a new status on either but is a bit different depending on which you are using.

Thanks @Stuart C  - Atlassian Jira Project Management Software (v8.5.5#805005-sha1:a6982cf) is what I have not sure if next gen or classic

Like Stuart C likes this
John Funk Community Leader Jan 30, 2021

He is on Server, so it won't be Next-gen  ;-)

Like Stuart C likes this

@Stuart C  I know how to change the workflow but how can I change the customer facing form so it displays the close transition instead of resolve?

Daniel Ebers Community Leader Feb 02, 2021

When opening the workflow for edit you can adjust if the transition is shown to a customer or not like this:


For a specific transition (highlighted by the blue line) you can check "Show transition in the customer portal".
If done so (and after saving/publishing the changed workflow) it will look to the customer like this:


Here for example the transition "Close" was added to the customer portal so the customer can close the request themselves.

@Daniel Ebers  - thanks so much!  You made my day :)

Like John Funk likes this

Suggest an answer

Log in or Sign up to answer
Community showcase
Asked in Jira Service Management

JSM June ask me anything (AMA)

Hello Community members! We’re wrapping up the end of JSM June with an Ask Me Anything (AMA) with the Jira Service Management product team. This is your chance to ask all your ITSM questions to o...

255 views 12 14
View question

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you