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)

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

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Accepted answer
Brian Cohen Atlassian Team Oct 18, 2017



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,

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

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