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How to allow Service Desk Customer to transition status via the Customer Portal

Hello Everyone

Through my Customer Portal, I would like give access to my customer to complete the last step of my workflow :  I mean, to transition the ticket from status "Approval pending on customer" to  status " Closed"

Thank you for your support (permissions scheme settings don't work as I was expected to....)


keep motivated....


2 answers

1 accepted

0 votes
Answer accepted

Hi @Ghislain Herbaut,

You can show a transition to customers by clicking on the transition and then ticking the following box:

Screenshot 2020-05-18 at 14.11.35.png

Hope this helps!

- Manon

Works fine. Thank Manon.

Like Manon Soubies-Camy likes this



In my sessions doesnt appears this option?Jira reopened.PNG

@GRUPO NEXT  Your on the Status, not on the transition. 

Try that ... 

Please, can you show me with a screenshot? Or where do I go to? I am new in JIRA...


Thanks in advance for your help and attention 

Here it is.

Just click on the Transition (The Line) 
Then the option will appear. 


Hi again Wolff,


Sorry for my insistence, but i need your help again.

Yesterday I give access to my customer to re-open and closed the ticket status as you told me,  but I have two new problems:

We are receiving a lot of mails with this subject: Re-open issue when reporter comments' failed!

I have tried to open the links are in the mail, but I dont understand anything.

My customer can change the status to Closed, but he doesn't see the re-open status. I dont understand.


Thanks a lot for your help.

JIRA 03 02 2021.jpg

Sorry, im not familiar here.. just using this as well for the last year. 

But had the same issue you had above. So I could help there. 

Good luck finding a solution. 


Many thanks

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