Workflow transitions visibility on customer portal

[Khaleel Sethi]

Hi,

I am currently working with workflows and transitions and would like to understand how the  status and transition are visible to customers in the portal. for example, I would like to the customer to be able to see that the incident ticket is "under review" and following that has been "acknowledged" and  is now being progressed with support.

Thanks

[Deleted user]

Under Service Desk project request types, you can select what will customer be able to see for each issue status under workflow statuses tab. To allow customer to transition issue from the customer portal, you have to go the workflow, click on the transition and click the option for it to be seen on customer portal.

[Khaleel Sethi]

So when I go into the workflow and want to make it visible for the user on the customer portal i get the following message.

[H K]

The customer is not able to set a resolution to your ticket, if he triggers the transition. In this case you can preset a resolution whenever the customer changes the status.

If the change of the status will not change the resolution of the ticket (e.g. unresolved, fixed, won't do, known error, ... ), you can set it to "do not change resolution".
Normally a resolution should be set if you trigger a green status (e.g. resolved, cancled, closed, ... ).

[Khaleel Sethi]

So if I wanted the customer to see the different transition states the ticket is going through what would be the best way to implement..?