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How to allow a Customer to change status of a request themselves from the Customer Portal?

Christina Hiller May 9, 2018

Is there a way to allow a customer to close or cancel an issue they create from the portal?

3 answers

4 votes
Jack Brickey
Community Leader
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May 9, 2018

Yes. If you have admin permissions you can edit the workflow, select the transition and expose it to the portal.

Christina Hiller May 9, 2018

Thanks for the response. Unfortunately, I am not seeing that option when I add a transition and I am an admin.  Any other suggestions?

Jack Brickey
Community Leader
Community Leader
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May 9, 2018

See if this helps. You should certainly see the option on your transitions. If you still don’t have any luck let me know and include some screenshots of your workflow with the transition being edited.

Christina Hiller May 9, 2018

Screenshot 2018-05-09 21.16.13.pngThanks for the suggestion. Still no luck. Attached is a screenshot the 'Re-Open' transition I'm testing with.  

Haris Psarropoulos
Contributor
September 20, 2019

Coming back to this issue as I thought till now that it is not supported by Atlassian. But it seems I was wrong. When selecting a transition of the service desk workflow, I get the below screen where I can tick the checkbox and a link appears in the portal so that the customer can click on it when the ticket is on the designated status.

Caution should be taken if the transition has a screen connected to it. The portal cannot show screens, so it will require from you to set some default values when the customer triggers it. For example, we have the resolution there and we had to set it to leave it as is.

(note: we are in the cloud jira installation)

JiraTransition.png

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Jack Brickey
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September 20, 2019

Correct

Nick Sigma
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September 20, 2019

I don't have this "Show transition in customer portal" checkbox at all, anywhere, within my workflow. Have a look, any idea where I can find it so customers can set statuses themselves? Capture.PNG

Jack Brickey
Community Leader
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September 21, 2019

This doesn’t appear to be from a Classic JSD project. Maybe this is a Next-gen JSD project? I have not spent any time with these templates.

Nick Sigma
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September 23, 2019

Yes, its a next-gen project

Jack Brickey
Community Leader
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Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
September 23, 2019

You are blazing new territory here. :-) I have not played w/ NG JSD as yet. But it is pretty clear that this feature isn't available which I find a bit odd TBH. I would direct you to Atlassian Support for this question. Please update here (in the form of an answer) when you get an answer as it will help future searchers.

Alfonso Mejia
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September 5, 2024

Hi, just to confirm for anyone still with this problem, I was able to do this in the new JSD - It appears as a "Customer can make this transition" Button/Check... This will create a new button with the transition name in the customer portal for the ticket in the previous status, when clicked an optional comment box appears for them, and confirming makes the status change...

SC Customer portal.pngss.png1.png

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0 votes
Orkhan Hasanov
Contributor
April 24, 2024

Thanks !

0 votes
Lorena
Contributor
June 3, 2020

@Nick Sigma 

Did you ever find a solution? I'm in your situation right now.

Aleksandr Kozlov
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March 25, 2021

Hello, @Lorena , @Nick Sigma 

If you use JIRA Service Desk Server version you need:

1. Administration -> Issue -> Workflows

2. Set active workflow ->Edit

4. Click on transition line (between statuses)

5. After that you'll see "Show transition in customer portal" checkbox.

Note: Allow "Show transition in customer portal" only for workflow associated with the Service Desk type.

Do not forget to publish a workflow.

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Abby Chang June 1, 2022

Hi Lorena!

How to make workflow associated with the Service Desk type?

Maximillian Tjhi August 15, 2024

@Abby Chang Workflow schemes in issue settings

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