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Customer portal - allow customers to attach documentation when transitioning to a status

Allie Stewart March 4, 2024

Our customers do their UAT and report defects back to us using the Service Portal.  The workflow gets the issues into a "Client UAT" status and notifies the client. 

For their testing, they can transition the issue as "Client UAT Approve" or "Fail UAT".  If they "Fail UAT", they need to be able to tell us their repro steps, the environment and attach supporting screenshots or other documentation.

Out of the box, Jira does not have this functionality and only provided a very simple comment box on transition.  There is a feature request out for this functionality already, but I can't wait years for that.

I'd like to provide a form or custom screen or something for the customer to populate on "Fail UAT" transition.  I've tried to create a form to collect the UAT Defect data and allow attachments, but this form has to be on the request all the time.  In other words, I can't just have the form show up only when they transition "Fail UAT".

Does anyone have any suggestions or experience with this situation to collect more than just a comment when the customer transitions on the portal?  Any ideas/help would be greatly appreciated.

Thank you.

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John Funk
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
March 5, 2024

Hi Allie,

Are you using the standard approval process built in to JSM to determine UAT Approve or Fail? 

If so, one option might be to have an interim status before the Approve/Fail status. You can have the same transition names - Approve or Fail, but then add a transition screen to the Fail transition that includes fields on the screen and Validators for Field Required. Then, then it successfully transitions, you can move it on the appropriate status. So, you are in effect bypassing the built in process. 

Allie Stewart March 7, 2024

I'm not using the built-in approval process.  I'm not sure how I would set the Approvers because it would different for each customer, but they all use the same workflow.  I would have to ask the customer, upfront, who would be testing these issues, and I don't think they know that.  Nor do I want them to have to set this manually.  Lots of room for error. Unless I'm not thinking about something easier.

But let me play around with the approval process to see if I can get that transition screen to pop up and if I can figure out a way to capture the "approvers".  Thanks for the suggestion!

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John Funk
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
March 7, 2024

Yeah, if you can populate another field with a user value (the customer would NOT be able to do that), then you should be able to copy the user into the Approvers fields. 

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