Service Desk change ticket status

[Stefan Speck]

Hello dear community,

our customers use the service desk to send tickets to us. When we process the tickets, our customers see the status "In Progress at Support". But if we need more information about the ticket processing from the customer, we leave a comment and set the status to "Waiting for customer". Now the situation is that our customers cannot change the status of the ticket in the Service Desk. So that when they have given us the further information, they can change the status back to "In Progress at Support". What is the reason for this?

I am happy to receive an answer.

Best regards

Stefan

[Laura Campbell _Seibert Group_ · Accepted solution]

Hi @Stefan Speck 

Check out this documentation page that explains how to set up an Automation rule so the status change is done automatically when a customer comments: https://confluence.atlassian.com/jirakb/how-to-update-ticket-status-when-customer-adds-a-comment-1167831032.html

[Stefan Speck]

Hi @Laura Campbell _Seibert Group_ 

Thank you very much, that worked. However, we still want to give our customers the option to set their tickets to completed or canceled in the service desk. When we check "Show transition in customer portal" in our workflow, this message comes up:

If I click on "Send" and accept this setting with "Do not change the resolution", the customer still cannot change the status.

[Laura Campbell _Seibert Group_]

By any chance would your JSM project be a Team-managed project? Apparently the option to allow customers to transition issues was only released yesterday (see update here).

The only other tip I can give at this point would be to make sure that you've published the modified workflow (once you've activated 'show transition in customer portal')

[Stefan Speck]

@Laura Campbell _Seibert Group_ 
Thank you very much, it was due to the unpublished workflow. I had not seen that unfortunately. Thanks for your help!