cancel request button in Service Desk Portal

[Ana-Maria Erascu]

Hi,

I want to add the options for "Escalate", "Cancel Request" and "Resolve Request" for the customers to both bugs and features request pages in Service Desk Portal. Right now, these buttons are available to the customers only for support ticket requests. 

I've already set the "Escalate", "Cancel request" and "Resolve Request" steps and transitions in the bugs & features workflow but they still don't show up in the portal.

Thank you in advance.

[Dirk Ronsmans · Accepted solution]

Hello @Ana-Maria Erascu ,

On the transition did you did you enable them to be available for the customer?

https://support.atlassian.com/jira-service-desk-cloud/docs/show-a-workflow-transition-in-the-portal/

[Ana-Maria Erascu]

Thank you for your input, Dirk. However, I don't see the option to "Select Show transition on the customer portal.", below is a printscreen from my flow:

[Nancy Bonanno]

I did find this workaround:

just FYI - the checkbox mentioned above (Show transition in the customer portal) is only available when you're editing the workflow in Diagram mode.

If, for some reason, you cannot select the transition in this mode (due to other transitions overlapping it), the solution is simple:

1. Switch to Text mode
2. Find the transition
3. Click on View Properties
4. Add this property:

servicedesk.customer.transition.active set value to true

[Dirk Ronsmans]

@Ana-Maria Erascu  strange, I just double checked on my instance to be sure.

On the transition tho you should see this:

The one thing you do need to look at is the fact that this workflow is actually active and linked to an issue type. If you are working on the flow and haven't linked it yet it will not show the option. (i know, annoying)

I noticed this myself when i took a copy of a workflow to work on it and set it active later it just doesn't show up..

I couldn't see from your screenshot whether you had set the workflow to active yet or if it is a "inactive" one.

So that's where @Nancy Bonanno 's workaround might help.

[Ana-Maria Erascu]

Thank you very much @Dirk Ronsmans and @Nancy Bonanno

I managed to solve my problem by changing the properties of the transitions.

[Dirk Ronsmans]

@Ana-Maria Erascu Feel free to mark the question as answered then :)

[Nancy Bonanno · Accepted solution]

Those buttons are the transitions between statuses on a workflow.  So your support ticket requests are the only issuetype that have a workflow that includes Escalate, Cancel and Resolve.    You need to go to your other issue types' workflows and add those transitions.  Cancel and Resolve can both go to your Done status, but be sure to set the resolution to something like Done.  Cancel could go to the status Withdrawn and set it so all issues can transition there.

[Ana-Maria Erascu]

Hi, Nancy

I've already set these steps in the bugs & features workflow but they still don't show up in the portal. I think it has something to do with the screens & screens scheme.

[Nancy Bonanno]

Ah...so we are looking at a Portal Form, rather than the ticket with transitions across the top?

[Nancy Bonanno]

On your forms (Request Types) there is a place where you can display the Workflow Statuses...it's a tab at the top.

[Dirk Ronsmans]

@Nancy Bonanno  not exactly.

This tab allow you to "translate" the statusses for the Portal.

Meaning that if you have 10 statuses in your "internal" workflow you can name them differently for the customer.

Imho, when an internal flow has an escalation path or some internal states likes "pending supplier"/"awaiting delivery"/...  it's not always clear to the end user what is going on so best to just keep them generic (or perhaps more explanatory)