Create
cancel
Showing results for 
Search instead for 
Did you mean: 
Sign up Log in
It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

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?

Suggest an answer

Log in or Sign up to answer
DEPLOYMENT TYPE
CLOUD
PRODUCT PLAN
FREE
PERMISSIONS LEVEL
Site Admin
TAGS
Community showcase
Published in Jira Service Management

JSM Jira Automation: How to Send SLA Breached Notifications

Hi Everyone, In   this tutorial,  we will show you how you can monitor an SLA, and send notifications before or after the SLA has been breached.   SLA Threshold Trigger The SLA t...

633 views 5 12
Read article

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you