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

[Pete P]

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.

[Stuart C · Accepted solution]

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]

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

[John Funk]

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

[Pete P]

@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]

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]

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