Jira service desk clients can not view the transition link 'reopen'

Our objective is to add new link from the client view. With this link the client would be able to reopen a ticket.

Our objective it to have something like the 'Cancel request' (see below)
REopen-link.jpg


So we edit the workflow. We add a status, then the create a link to the 'WAITING FOR SUPPORT'. We checked the 'show transition in customer portal'. We publish the workflow but the link is not visible...
REopen.jpgThen we try to add some properties to the link..
A jira.i18n.title, jira.i18n.submit but still no results...

 

 

1 answer

1 accepted

0 vote
Brian Cohen Atlassian Team Oct 18, 2017

Hi,

 

A way to set this up would be to add a transition rather than a new status of reopened. 

 

When editing the workflow:

  1. Click Add transition
  2. From Status = Resolved
  3. To status = Waiting for Support
  4. Name = Reopen(or any name you wish to use)
  5. Ensure that the Show transition in the customer portal is selected
  6. Click Configure for the above show transition option and have it "Set issue resolution to" set to "Clear Resolution"

 

You may want to repeat this transition for the Closed and Canceled status as well, or simply use the Any Status, though we may not want to be able to "reopen" an issue from any status.

In this case you won't need to add any properties to the link or assign a screen for the option, just the steps listed above.

 

Hope that helps get you setup!

Best regards,
Brian

Hello Brian,

Your confirmation on how I should do this was very helpfull because I had already tried the solution you suggested...

So I tested and tested again...

If I do the following steps : 
- add the transition on CANCELD, CLOSED, RESOLVED
- then edit check the 'Show transition'
- publish
This do not work on the client customer portal.
The Jira agent see the button but nothing on the customer portal...


But if I do the following steps : 

- add the transition on CANCELD, CLOSED, RESOLVED
- publish
- then edit again and check the 'Show transition'
- publish
it works !

Maybe there is a cron and the portal needs time to take into account the workflow update ?
Maybe I mix a bit in all these screens ...
Or it's a bug on our version...


Looking at these workflows for a day will have taught me quite a lot of things and we will be able to simplify all our management by using a unique (or two) workflows and not all the duplicates that are created for each project by default.


Thank you Brian !
Best Regards

Suggest an answer

Log in or Sign up to answer
How to earn badges on the Atlassian Community

How to earn badges on the Atlassian Community

Badges are a great way to show off community activity, whether you’re a newbie or a Champion.

Learn more
Community showcase
Published Jun 14, 2018 in Jira Service Desk

How the Telegram Integration for Jira helps Sergey's team take their support efficiency to the bank

...+ reading Fantasy). The same is true for him at the bank he works for: Efficiency is key when time literally equals money. Read on to learn how Sergey makes most of the time he has by...

784 views 5 7
Read article

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you