How can Customers to my service desk (not Jira users) change status of issues

Hello

In my service desk portal, how can customers change status on issues?

I want customers to be able to change status to "resolved" or "waiting for support" on their own issues.

According to print screen below, customers can only add comment and attachment, not change status.

customer-status.png

 

I have tried changing the permission settings for my service desk project (see image below), but without any luck. 

Screen Shot 2016-02-25 at 16.01.17.png

 

Please let me know what you think. 

Thanks for your help.

 

Best regards,

Espen

2 answers

1 accepted

0 vote

Customers are not supposed to be changing status - the point of Service Desk is that they have a very simple and minimal interface for commenting and viewing progress.

If you want them to have more access, you need to make them into JIRA users.

I don't think allowing Customer to change the issue Status a good practice !

You may want to add some triggers to automatically change the issue to Waiting for support if the customer add any a comment to it, and set to Closed after a certain time waiting for customer but no comment is added.

 

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