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Customer wants to change workflow on specific steps. How to manage this via the portal?


We have few customers that want to have access to few workflow steps (waiting for customer-cancel/work in progress) when working on a ticket. 

May you please advise how we may provide them such access to the portal or the project?

Thank you in advance, 


1 answer

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Answer accepted

Hi Maria,


I'm not sure if I got your question, so let me rephrase: You want to make some workflow steps like waiting for customer-cancel and work in progress only available for certain service desk agents? Always the same agents or do they differ?

Maybe a workflow condition could solve your problem?

Hello Lisa, 

Thanks for the prompt reply! We would like customers (Service desk customers) to have access to few steps on the workflow while the service desk team to have access to the whole workflow. Indeed, we have tried with the conditions but when customers are added to view workflow (on permissions and people) they do not have any access to the workflow - neither to view or act upon it. 

Therefore, is there a way to limit customer access to the workflow on the portal (I understand that they are not able even to view it on the portal). Or set up a condition only for customers on the project to move workflow in those 3 steps, which differs from the service desk team access to the workflow. 

Let me know if still unclear!

Thanks for your further explanation, now I understand your use case!

There is no way to view the workflow in the portal but you can give users the permission to use certain transitions (not statuses!).

(I'm sorry that the following screenshots are German, but our test instance is currently set to German)

Click on the transition to the status you want to show, the checkbox is the setting you need to adjust, it translates to something like "show transition in portal".

2021-07-16 13_59_37-Bearbeiten — ITSM_ Service Request Fulfilment workflow for Jira Service Manageme.png

Your customers will see the transition on the right side in the ticket view:

2021-07-16 14_01_14-4tretret - ITSM Beispielprojekt - Jira Service Management.png

I hope that solves your problem.

Hello Lisa, 

This works perfectly! Thank you for the detailed support!

May you please guide me to a link explaining the difference between Jira Software and Jira service mgmt? We have some customers assigned to both and also given access to browse the project. Seems set up is not absolutely correctly, so I would like to ensure that we do not pay licenses where not needed. 

Thank you!


Maybe this link will explain the differences between Jira Software and Jira Service Management.

In terms of licensing: You need a license for every user that logs into Jira for Software projects, but you only need a license for every service desk agent in Jira Service Management projects. Customers that only access the portal and submit tickets don't need a license.

Thank you, Lisa for all the fantastic support!

Wishing you a great day!


You're welcome!

Have a great day, too!

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