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

Pete P Rising Star Jan 29, 2021

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

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Answer accepted

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.

Pete P Rising Star Jan 30, 2021

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

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John Funk Community Leader Jan 30, 2021

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

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Pete P Rising Star Feb 01, 2021

@Stuart Capel - London  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.

Pete P Rising Star Feb 02, 2021

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

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