Recently I allowed to my customers close the tickets by themself and gave to them a close transition. Some of the clients complain that they are unable to close the issue and receive the error "You can not make this transition. I have the same permissions on my test customer and I have the ability to close the issue. May someone advise why it could happen and what I need to check first?
Good day @Alex Zhivago
Can you check that they really have the same permissions as your test user does?
Ensure customer portal access is added to resolve issue, transition issue and if possible check if automatically setting the resolution here.
From what I see here, there is likely either a permission, validator in play here that is preventing the set of users from closing it.
I would start by finding the similarities between users who can perform the transition and those who cannot.
I hope this helps get you started.