I have just started to learn functions of Jira Service Desk (Cloud, free trial).
During testing I reveal that service desk customers can't edit and change status in own issues.
And I don't understand - is it normal or not.
According to this article customer does not have to have this permission: https://confluence.atlassian.com/jirasoftwarecloud/jira-applications-overview-764478250.html
But according to this: https://confluence.atlassian.com/jirakb/standard-permissions-in-jira-service-desk-838416600.html - "Service Desk Customer - Portal Access" has such permissions. And in my JIRA Service Desk project has the same settings.
1) Does anybody know the truth? )
2) How can I give SD-customers rights to edit own issues and to change statuses?
- question №3 - is almost the same like mine. And from Feb 2019 ther is no useful answer / solution...
When a customer raises a service request the status is set to waiting on support...this is automatic.
If no action is taken by the service desk agents the customer can change the status to escalate.
The customer can also change the status to resolved or cancelled.
All other statuses are controlled by the Jira service desk workflow.
And this is normal for Jira service desk.
Hello, @Mike Bowen !
I changed a workflow on mine. And currently I have found "Show transition in the customer portal" in workflow editor. After I turned it on in some transitions customers get ability to change status.
But no more - no edit issue (request), no edit own comment, no add attachment.
While I was using Jira Service Desk Cloud - (classic project) customers could change the status of their requests in the portal. There were buttons under the status with the name of the transition that was set to "show in customer portal" and we allowed them to change status to Escalated or "Back to Work In Progress" if an agent closed a request prematurely.
I just changed to using the nextgen project type for the Service Desk and the workflows are not the same. If I leave the Transition permission rules blank, only agents can change the transition. Kind of makes sense. I thought I had it fixed by adding a rule to the transition to allow the requestor to change, but in the portal they still only see status with no options to change.
In this example I have a transition to go from Completed back to In Progress, but not showing:
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