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.
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 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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He is on Server, so it won't be Next-gen ;-)
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@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?
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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.
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@Daniel Ebers - thanks so much! You made my day :)
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