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I have configured the workflow portal settings but i can see only one Transition but i created for 2

Hi,

I have configured the workflow portal settings but i can see only one Transition but i created for 2.

2.PNG4.PNG5.PNG

 

I want to seeL2-Assign to SPINS Team as well.

Thanks,

 

2 answers

Hi Sreenadh,

first thing to check is that you have published the workflow changes.

Second maby you can share the Properties you have on the first Transition.

Greetings

Patrick

Thanks @Patrick Alexander 

I will definitely check the workflows are Published or not.

Second maybe you can share the Properties you have on the first Transition.---I did not understand this kindly provide me more details to check the same.

Thanks,

You will find the Properties in the right section of the workflow editor (i marked it red)

Unbenannt.png

Hi @Patrick Alexander 

Yes i have Published the workflow with necessary information now i can see the 3 status transitions in the customer portal as well.

Once i click the properties then it is redirecting to the below screenshot :

 

10.PNG

 

But whenever i click on any transition it is showing some dialogue box which says as below.

7.PNG8.PNG9.PNG6.PNG

I don't want to see that popup window which is saying something "Please comment with any additional information"

 

Thanks,

0 votes
Dave Mathijs Community Leader Dec 16, 2022

Hi @Sreenadh Why would you want to have the Customer execute this transition?

Hi @Dave Mathijs 

It was the requirement from my boss.

and i just want to ask for which will it not be the correct way to do. i mean moving the statuses changes from one statuses to another from the customer portal view.

Any reason for the same ?

It would be really helpful for me if you you provide more details on this.

Thanks,

Dave Mathijs Community Leader Dec 16, 2022

Well, once the request has been submitted by the customer on the portal, the only possible "actions" I see that can be done by the customer are:

  • Canceling the request because it is no longer necessary
  • Closing a resolved incident to confirm its resolution
  • Approving a change (for which you don't need a transition)

Dispatching and transferring a submitted request the correct team/group/assignee is either done manually by first line or by pre-defined automation rules.

Depending on the customer notification settings, the customer will get notified of any status changes.

Hi Dave,

Thanks for sharing the details to work closely.

Thanks,

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