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Transition does not work in customer portal

Hi there,

I have recieved feedback from two customers (different projects, same workflow, same permissions) that they are not able to use the transition "back to support" from status "waiting for customer" to "waiting for support".

As for what I know, other customers are able to use this transition.

What I have already checked:

  • workflow is activated for the projects
  • transition is activated for customer portal
  • in the application the transition is executable by our agents
  • permission "transition issues" is granted to "Service Desk Customer - Portal Access"

So I am not sure where to find the problem... Maybe someone else finds it.

Please see also attached screenshots:






Thank you in advance!

6 answers

1 vote
Tomáš Vrabec Community Leader Nov 14, 2019

Founded! Atlassian solved this within this issue for few hours with them too. Just upgrade the JSD.

H K,

Issue is in the permission scheme as shown in the last attached image. As you can see, the indicators are in red. It clearly shows that the user needs JIRA service desk license and Agent permission in the project. Also, it shows that the user is not a member of any of the project roles. Please review.


Yes, I can see that. But as a customer he should not get an agent license, that is NOT what we want!

The user is in the project role "Service Desk Customer" and the permission is granted to "Service desk customer - portal access". Therefore this permission should apply, right?

Any other ideas? I still have not found the problem yet.

@Jack, can you help? It seems like you always have an answer! :D

Thank's in advance and best regards

Jack Community Leader Sep 25, 2018

@H K, ha I wish I always did! ;-)

I will have a look at this later today. Tied up on a number of things at the moment.


@H K 


we've got the same problem like u did last year. is there a solution?

0 votes
Jack Community Leader Mar 18, 2019

@Martin , it has been some time since I have engage on this. Let’s check some things for your specific situation.

  1. can you confirm some customers can see and successfully execute?
  2. can you confirm some customers can see but not execute the transition?
  3. have you tried logging in as customer in 2 and tried transitions?
  4. look closely at the possible differences between customer in 1 and 2.

@H K , did you ever find the cause in your instance?


1. i cannot find any customer, who can do the transition

2. this is true

3. yes i did


I can do the transition in my backend but not on the customer portal. i tried it with several accounts. Its not working. 

Hi there,

unfortunately I did not find the problem. One day it worked again and two weeks ago I recieved messages from two other customers, that it is not working.

Still not sure where the problem is. I once suspected that it might be related to a change in the issue type (and request type). But I'm not quite sure.
E.g. "Incident" (request type: "Bug") was changed to "Change Request" (request type: "New Feature"). Both issue types are based on the same workflow.

Autor ändern

Die Fähigkeit, den Autor beim Erstellen oder Bearbeiten eines Vorgangs ändern zu können.   -> Service desk-kunde - portalzugriff


This is needed (Change Author) to get the transition working in the customer portal. 

In some previous project we also had this issue, but couldn't resolve it(

did you read my solution? 


my problem was that "change author" has to be granted to the customer desk customer. 

0 votes
Tomáš Vrabec Community Leader Nov 14, 2019

Guys did you figure it out? Got very the same issue. 

User A is able to hit transitions.

User B which is very the same customer cannot do that.

Users are identical in point of config view, working with the same ticket. 

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