Is there a way to allow customers to resolve or close out service desk tickets in their customer service portal?

This question is in reference to Atlassian Documentation: Working on service desk projects

Is there a way to allow customers to resolve or close out service desk tickets in their customer service portal?

2 answers

Hello Christina, thank you for contacting us. 

It's really unfortunate but at the moment our Service Desk solution do not allow Portal customers to interact with the issue state, so there's currently no solution as to enable the customer to Open/Close the ticket by himself.

Atlassian is already aware of this feature request and is currently working on a solution for it.

Here's the link for the Suggestion:

If possible, please vote for it, leave a comment with your concerns and subscribe yourself as watcher to be notified about changes, as it makes the issue more noticeable to our Service Desk Development Team.

If you need any further help, please let us know!

Kind regards,
Diego Gundel Machado

Hello Diego, 

 

I also would like to allow customers to close cases from their portal. 

Could you please tell me if a solution is now available? 

If not, do you any workaround to make it ? 

 

Thanks for your help. 

There is now a way to do this - see https://confluence.atlassian.com/servicedeskcloud/blog/2016/06/more-transitions-fewer-notifications.

 

Basically you edit the workflow using the diagram view (doesn't work in text view) edit a transition and click a new checkbox for show on customer portal.

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