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Service Desk issue does not change current state

David Casanellas Jun 13, 2016

Hi!

I have set up a Change Request for our Service Desk and it seems that the customer does not change workflow state on answering in the issue portal for customers, the transition to the next state seems that can only be done by the Issue assignee.

Is it possible to add a button (transition) in customer's page?

Thanks!

1 answer

1 vote
Elifcan Cakmak Community Leader Jun 13, 2016

hi,

have you tried using automation "transition on comment"? this way when customer commented on the issue, issue is automatically transitioned to the next status.

David Casanellas Jun 13, 2016

Hi Elifcan, thanks for answering.

Can you detail where exactly is this "transition on comment" option?

Thank you!

Elifcan Cakmak Community Leader Jun 13, 2016

hi,

in the project's administration you can see automation in the left menu.

Selection_006.png

you write a rule here like this below:

Selection_005.png

David Casanellas Jun 13, 2016

thank you!

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