How can I allow reporter to update their issue's statuses?

[Laure Brosseau]

Hello, 

I haven't been lucky with finding some information on this yet, I'd like to enable a reporter to be able to close or set as resolve his request through his customer portal.

I think this is doable with the workflows.. If someone can help me..

I'm using Jira service desk cloud

Thank you!!

[kilinich · Accepted solution]

FYI https://community.atlassian.com/t5/Jira-Service-Desk-questions/How-to-allow-customer-close-reopen-issue/qaq-p/67487

[kilinich]

It's tricky to find where that check-box exists /-) only on Diagram view if you click on transition arrow. No other place I could find it.

[Laure Brosseau]

Thanks for your answer, I've tried this but the transitions still do not appear on my portal :( weird..

[kilinich]

It should appear, I've juts did the same. Don't forget to publish workflow draft and reload portal page!

[Laure Brosseau]

ooh it was a cache issue!!! thanks!!! 

[Mikael Witt]

Using Service Desk cloud and can not find any options for showing the transition in the customer portal, permissions looks just fine for the project, but the option is just not there when editing the workflow....any new on this?

Seems like a pretty important function.

[Mikael Witt]

Solved it myself, just so you know, I copied an existing workflow, this means that it is not associated with a workflow scheme and ticket type. In that state, the option for making transition visible to customer is not there. After associating it with a workflow scheme and a ticket type, it is visible.

It shows up in the flowchart view of the workflow when selecting a transition.

BR

/Micke

[Dmitry Mironov]

In JSD reporter should have Service Desk Customer role for the project.

Then they have options to add comment and resolve the issue via portal.

And suppose you use the default JSD workflow

[Laure Brosseau]

Adding comments is fine, but I can't manage to have them the possibility to Resolve or Close the issue. 

I've made a test with a new account having the Service Desk Customer role for the project, but it's not appearing..

[Dmitry Mironov]

Check Permission scheme for the project:

[kilinich]

I don't have such button neither.  Same permission. Maybe it's because your jira is server version but we work on cloud one?

[Laure Brosseau]

thanks, but I have the same scheme permissions :(

[kilinich]

AFAIK,  there is no way for customer to edit issue. Jira Service Desk has overridden this permission. The user must have a Jira Service Desk license and Service Desk Agent permission on this project.

[Laure Brosseau]

I've edited my post, I'm not sure I was clear enough. I'd like reporters to be able to close their own issue, so to have additional menus on the left side like here:

Thanks!

[Sahiba]

Hi, how can I add additional items to the menu for the reporter, just like you did?

[Dmitry Mironov]

What "additional items" you mean?

[Sahiba]

Hi, thanks for your response. By additional items I meant adding the option of re-opening and closing the issue on the customer portal to allow the customer to change the workflow. I was able to do that by adding a new transition (to workflows) and clicking on show the transition in customer portal.