Service Desk issue does not change current state

[David Casanellas]

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!

[Elifcan Cakmak]

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]

Hi Elifcan, thanks for answering.

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

Thank you!

[Elifcan Cakmak]

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]

thank you!