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Hi @SmritiLohani ,
To allow your customers to transition issues in the portal view, you will need to edit your workflow, select the transition you want to expose to your customers and check the Show transition in the customer portal option.
Hope all is well with you. Let me see if I can help here.
If you have an approval set up it will auto transition from the approval step to the approved or declined state. If you need another state transition you can add the status to transition to the customer portal if you needed.
In the workflow on the status is a check mark to add to customer portal.
You would be adding a new step and need to train approvers to move or transition which would had complexity or a process.
Can you show me what your approval step looks like to do and explain the situation more?
Approve and Decline is fine and works as expected with two buttons. But I am more interested to know workaround, if Approvers are Head of XYZ and do not want to use Jira backend to transition issue(change status) to waiting for customer when he(Head of Approver) comment instead of Approving and declining. Hope it makes sense.
You can set that up so they can use the email option as you can add the approve decline to the email, or portal to transition and or if you use slack/team Chat approval via slack.
I typically try and get all stakeholders trained to use Jira. Especially for the history and approval logs it makes it easy in one place. You don't want to have to find those logs in comments.
You could run an automation that if a person from specific group comments on ticket approved and have that then approve the issue.
You can set that up so they can involve the email choice as you can add the support decline to the email, or entryway to progress as well as assuming that you utilize slack/group Visit endorsement through slack.
I regularly attempt and get all partners prepared to utilize Jira. Particularly for the set of experiences and endorsement logs it makes it simple in one spot. You would rather not need to track down those logs in remarks.
You could run a robotization that assuming an individual from explicit gathering remarks on ticket supported and have that then endorse the issue. if you want to know more visit here