How do I add an option to the Service Desk portal to close an issue?

I am trying to add an option to the portal to allow customers to close issues

1 answer

1 accepted

2 votes
Susan Hauth Community Champion Dec 05, 2017

Hi Oron,

In the workflow, in diagram mode only.  Click on the Transition.  A checkbox " Show transition in the customer portal" will be displayed.  If you check that off, the transition will be visible to your customer.

Hope that helps

Susan

Hi, 

Thanks for your response.

I am trying to give the customers permissions that they can change the status to "closed" from any status, but the agents  will use a workflow that can not change the status from any status.

I want the customers to be able to say at any given time, my issue is solved.

Jack Brickey Community Champion Dec 06, 2017

@oron hovav, Susan’s answer is accurate and what you want. You can either change the workflow so that the Closed status can be transitioned to from All other statuses and expose that transition leg to the portal or add individual transitions from all other statuses to Closed and expose. Note that your agents will have the same (and more) power as you customers. They simply need to be trained on proper workflow etiquette. 

Thank you very much, I just thought there was another way.

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