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Can customers change ticket status?

stacey.flynnkissel
stacey.flynnkissel Oct 09, 2023

We are using Jira Service Management so customers can see the status of their tickets.  We have a status "waiting on customer" and would like to have customer update status to In Progress, Cancelled or Resolved".  Is it possible to enable this action for customers?  If yes, please outline how to get it established.  Thanks for your help!

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Kate Pawlak _Appsvio_
Kate Pawlak _Appsvio_
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Oct 09, 2023

Hi @stacey.flynnkissel ,

You have to go to the workflow configuration, select transition which you want to make available for customer and select the "Show transition in the customer portal" checkbox.

transition-customer-portal.png

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stacey.flynnkissel
stacey.flynnkissel Oct 09, 2023

Thank you!  We will try and test! :)

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stacey.flynnkissel
stacey.flynnkissel Oct 12, 2023

We tried this and while our customers can see the additional statuses to choose, they cannot select them...any help on that piece would be appreciated.

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Kate Pawlak _Appsvio_
Kate Pawlak _Appsvio_
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
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Oct 12, 2023

What does "they cannot select them" mean? Could you please attach any screen?

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