JiraService Desk

Hello Team,

There is any way to update the issue status from the customer portal by the customer himself ?

 

ex :

Issue opened from JSD : Status opened

The BA need more information about the issues : Status need more information

When the customer add these information can he update the issue status to "provided the information" ?

 

Thanks

1 answer

If you using default Service Desk workflow it has statuses "Waiting for Support" and "Waiting for Customer". Once SD request is submitted by customer JIRA issue transitions to "Waiting for Support" state.

If agent needs more information he chooses "Respond to Customer" transition which is accompanied by screen prompting for comment and issue transitions to "Waiting for Customer" state. When customer clicks on this issue in "My Issues" view he will see the issue in status "Waiting for Customer". He can enter his comment with requested information which will transition the issue back to "Waiting for Support" state. 

Suggest an answer

Log in or Sign up to answer
Atlassian Community Anniversary

Happy Anniversary, Atlassian Community!

This community is celebrating its one-year anniversary and Atlassian co-founder Mike Cannon-Brookes has all the feels.

Read more
Community showcase
Bridget Sauer
Published Mar 09, 2018 in Jira Service Desk

E.L. Fridge's take on education, Jira Service Desk, and creative Jira use cases

...word of mouth, so by 2016, we were working with several other entities on campus to implement Jira Service Desk . The Atlassian motto of “for every team” has really come true for us in this case. We...

970 views 2 14
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