JIRA ServiceDesk Close issue


We've created a Service Desk project. Modifyed workflow, so after issue is created and its has "Needs triage" status it is possible to close the issue. Also "close issue" permission was added for the jira-users. But on the Service desk page while issue is open, we can't see Close Issue button. How we configure JIRA SD so it would be possible?

Thank you!

7 answers

It is not currently possible with a standard JIRA Service Desk, but you can extend the JIRA Service Desk (local/server version) with a third party plugin called JIRA Service Pack, and with this it is possible to involve customers in workflow actions.

If I understand you, the standard behavior for JIRA Service Desk is that customers can't execute workflow actions (transitions). Do I have that right? How does a customer report whether a solution worked or not?

That is correct. Well, they write a comment explaining its ok, and then a service desk agent resolves the ticket. If you want customers to be able to execute workflow transitions, you will need the JIRA server edition and the plugin Service Pack for Jira Service Desk. I hope it answers your question. https://marketplace.atlassian.com/plugins/com.intenso.jira.plugins.jsd-extender PS Sorry for not answering in comment before. I am new to this :)

But the plugin that you've mentioned is not available on the hosted version..

that is very limiting. Customers should be able to review & close their own tickets. It's far too onerous on agents to expect them to wade through comments to find if a customer is happy with an issue. Also means a customer can't reopen it. They'd have to open a new issue.

This Update should be implemented soon, also in the Cloud Version.Our Service Agents have to double check everything and read through the comments - very unsatisfactory. 


Is there a solution for this? I would like the customer that has access to the portal to be able to close their request after verifying them, but I do not see any option in the customer portal apart from the view/comment/attach.

Thank you

what's the status of this?

Almost one year and still no answer to that simple question.
Is there a possibility for JSD users to close their own issues? 

Would be interested as well...

Same here. Customers should see buttons like "Close", or "Reopen".

Yes would be useful  to know if this is possible?

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