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.
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.