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Customer Cannot Update Status

Hi I am doing some test runs on JIRA service management and my requirement is as follows;


When the customer raises the ticket here and updates the comment I need the customer to be able to edit it as ‘’ Added more information


As an agent I can update it but the customer  cannot update the status


How  can I configure that ? Please  refer the screen shot attached Picture1.jpgPicture2.pngPicture3.pngPicture8.png

1 answer

@Jasmine Perera I would recommend checking your permission scheme used by the project has the Transition Issues permission granted to Service project customer - portal access.

Thanks  Callum  Carlile that I checked  but the  permission seems be in order ,anything else I have missed ?Status  Update.JPG

@Jasmine Perera The screenshot does not show the Transition issues permission, but I will take your word for this being as it should be. Some other things to check:

  • Is the issue type associated with that service request definitely mapped to the workflow that you are editing?
  • Have you added any workflow conditions to that transition which might be stopping customers from being able to see it?
  • Does the customer definitely have access to the service desk project?
  • It may seem silly, but has the workflow definitely been published and therefore saved?

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