How can we show the customer the workflow in the Portal?

[Ian Johnsen]

How can we show the customer the workflow in the Portal?

Thanks!
Ian

[Saskia Zeedijk]

Hi Ian,

Unfortunately, this is not possible, but there is a request for it: https://jira.atlassian.com/browse/JSDSERVER-3419. Please vote on it.

Cheers,

Saskia

[somethingblue]

Hi Ian,

If you're talking about showing transitions so customers can transition issues please take a look at Configuring the Customer portal:

Add transitions

You can show transitions on the customer portal so that customers can transition requests. For example, say an agent shares a knowledge base article with a customer. If the article solves the customer's problem, then the customer can resolve the request.

To add a transition to the portal, you edit an existing transition in the workflow.

1. In your service desk project, select  Settings ( )  > Workflows.
2. Click  next to the workflow that contains the transition you want to add to the portal.
3. Click Diagram to open the diagram view.
4. Click the transition in the workflow, and then select Show transition on the customer portal.
   

Customer transitions behave slightly differently than other workflow transitions:

• Screens don't display on the customer portal. When you add a transition to the portal, you can set a resolution for requests that customers transition.
• When an issue is transitioned from the portal, it bypasses any validators that are defined for the transition.

If it seems like the portal transition isn't working properly, make sure there isn't an automation rule in conflict with the transition.

To learn more about workflows and transitions, see the Advanced workflow configuration configuration page.

Hopefully this helps.

Cheers,

Branden

[Ian Johnsen]

Ah yes i have that configured @somethingblue

I just want them/agents to be able to see the workflow in the portal, like agents can see in the backend jira