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  1. Jira Service Management Data Center
  2. JSDSERVER-40

Buttons for workflow transitions on Customer Portal

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    • We collect Jira Service Desk feedback from various sources, and we evaluate what we've collected when planning our product roadmap. To understand how this piece of feedback will be reviewed, see our Implementation of New Features Policy.

      NOTE: This suggestion is for JIRA Service Desk Server. Using JIRA Service Desk Cloud? See the corresponding suggestion.

      Update Jun 2016

      Great news! This feature is now be available on cloud! Server customers will get it in the next server release (3.2.0) very very soon!

      To find out more about this feature, check out our blog post and documentations here: https://confluence.atlassian.com/servicedeskcloud/blog/2016/06/more-transitions-fewer-notifications

      I want to thank everyone for all the feedback provided and hope you enjoy the feature 😃

      — JIRA Service Desk

      Update April 2016

      Hello! Thank you for all your continuous feedback on this feature!

      For those who wants to use this feature for approval purposes, we recently launched an approval feature in JSD. This approval feature allows more complex approval processes and will lock down the transitions properly for non-approvers. For more information please have a look at our documentation .

      For the rest of you, we are in the implementation phase for the design shared earlier so it will be coming soon!

      Cheers,
      Vincent

      Update Feb 2016

      Hi all!

      Just thought we will give you guys a sneak peak into what is coming. Since the last time we updated our design team have came up with some design for this feature! We want to hear your thoughts on them and here's a survey for you to give feedback: a short survey.

      I have attached some screenshots on this ticket with our designs.

      1. The first screen shows how the feature will be configured. You can select any transition on the workflow editor and make it transition-able by customers

      2. The second screen show that the user can select the “close request” transition which was set up previously

      3. The third screen shows what happens after the user selected “close request”, a dialog appears which allow the customer to leave an optional comment

      4. The forth screen shows what happens after the user close the request, the request is transitioned and the comment is added

      We love your feedback, so please fill out the survey!
      Cheers,
      Vincent

      As Reporter of the issue created from Customer Portal I want to have ability of Reopening my issue within my Request on portal, and not going to classic JIRA view of the issue to do so.
      This is example of classic workflow, but there could be many of use cases when creator of request should hit some button rather than just sending a comment.

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            [JSDSERVER-40] Buttons for workflow transitions on Customer Portal

            Phil added a comment -

            It's still not there. I guess it was there in the last version of Jira Service Desk but they never added this feature back in the new version.

             

            Click the gear icon top right then Issues then Workflows and nowhere can you have the option "Show this transition in the customer portal"

            Phil added a comment - It's still not there. I guess it was there in the last version of Jira Service Desk but they never added this feature back in the new version.   Click the gear icon top right then Issues then Workflows and nowhere can you have the option "Show this transition in the customer portal"

            Andrea Schoel added a comment -

            It is now March 2021 and I can find no evidence that this is yet an option available on next gen project portals. From what I can tell, the portal has one use - someone external can enter basic information.  Period. They can view a specific request later - most of the time, if they have the ID and can search it. I say this because the most basic of functionality - to view a list of requests using the very basic filter offerings mostly does not work.

            I am struggling to understand the value in this product frankly since I have to constantly be spending time doing what should be basic, self-serve functions for my customers, like pulling full and correct lists of requests and doing basic updates to them.

            Andrea Schoel added a comment - It is now March 2021 and I can find no evidence that this is yet an option available on next gen project portals. From what I can tell, the portal has one use - someone external can enter basic information.  Period. They can view a specific request later - most of the time, if they have the ID and can search it. I say this because the most basic of functionality - to view a list of requests using the very basic filter offerings mostly does not work. I am struggling to understand the value in this product frankly since I have to constantly be spending time doing what should be basic, self-serve functions for my customers, like pulling full and correct lists of requests and doing basic updates to them.

            WasimBuden added a comment -

            How come such a basic feature doesn't work?

            WasimBuden added a comment - How come such a basic feature doesn't work?

            Kleidi added a comment -

            Same here. Not available in next-gen portals. I dont see the option to make a transition available on customer portal. Any work planned?

            Kleidi added a comment - Same here. Not available in next-gen portals. I dont see the option to make a transition available on customer portal. Any work planned?

            David Mason added a comment -

            Same as Peter above. My customers don't have the ability to resolve their own issues. This is something we need, for sure.

            David Mason added a comment - Same as Peter above. My customers don't have the ability to resolve their own issues. This is something we need, for sure.

            Peter Manuel added a comment -

            It doesn't seem to work in next-gen projects?

            Peter Manuel added a comment - It doesn't seem to work in next-gen projects?

            Dennis Britsch added a comment -

            If the workflow transition happens by the user to "done" and he adds in it an "optional comment" then the automation rule triggers, which opens a ticket when a customer comments on a closed ticket..

            Big pain in the ass.

            Dennis Britsch added a comment - If the workflow transition happens by the user to "done" and he adds in it an "optional comment" then the automation rule triggers, which opens a ticket when a customer comments on a closed ticket.. Big pain in the ass.

            H K added a comment -

            Hi there, I got the same issue as @Falk Krebes described. Are there still no solutions on that?
            Is there at least another feature request?

            H K added a comment - Hi there, I got the same issue as @Falk Krebes described. Are there still no solutions on that? Is there at least another feature request?

            Falk Krebes added a comment -

            Hi all, is there any way to configure the screen for transitions. Just being able to add a comment is to less. Just imaging you ask your customer to provide more details very often it is at least required to attach some files to the issue (e.g. logfiles, ...). It's quite inconvenient to first add the attachment via the portal and afterwards change the status of the request performing the transition. Any solution?

            Falk Krebes added a comment - Hi all, is there any way to configure the screen for transitions. Just being able to add a comment is to less. Just imaging you ask your customer to provide more details very often it is at least required to attach some files to the issue (e.g. logfiles, ...). It's quite inconvenient to first add the attachment via the portal and afterwards change the status of the request performing the transition. Any solution?

            Hailin Zhang added a comment -

            Finally this function is release. Just tested, it works as expected.
            Only one issue, is it possible that user can see tickets assigned to him/her on service desk portal even if the user is not a participant?

            Cheers

            Hailin Zhang added a comment - Finally this function is release. Just tested, it works as expected. Only one issue, is it possible that user can see tickets assigned to him/her on service desk portal even if the user is not a participant? Cheers

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