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  1. Jira Service Management Cloud
  2. JSDCLOUD-40

Buttons for workflow transitions on Customer Portal

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    • Our product teams collect and evaluate feedback from a number of different sources. To learn more about how we use customer feedback in the planning process, check out our new feature policy.

      NOTE: This suggestion is for JIRA Service Desk Cloud. Using JIRA Service Desk Server? 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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            [JSDCLOUD-40] Buttons for workflow transitions on Customer Portal

            Jan Stähle added a comment - - edited

            Is it possible to customize the message Please, add a comment to help us understand.. on Screen number 3 mentioned above? Especially in a language where a difference is made in the salutation, like german, this is important. 

            Jan Stähle added a comment - - edited Is it possible to customize the message Please, add a comment to help us understand.. on Screen number 3 mentioned above? Especially in a language where a difference is made in the salutation, like german, this is important. 

            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

            Mauro Badii (Inactive) added a comment -

            Happy birthday Rasmus

            Mauro Badii (Inactive) added a comment - Happy birthday Rasmus

            Rasmus Knudsen added a comment -

            Finally, and on my birthday... Thank you for the present

            Rasmus Knudsen added a comment - Finally, and on my birthday... Thank you for the present

            vwong added a comment -

            Hi all, for our server customers this feature is released on our latest server release - 3.2. For more details on the 3.2 release please check out our documentation: https://confluence.atlassian.com/servicedesk/jira-service-desk-3-2-x-release-notes-830281732.html

            vwong added a comment - Hi all, for our server customers this feature is released on our latest server release - 3.2. For more details on the 3.2 release please check out our documentation:  https://confluence.atlassian.com/servicedesk/jira-service-desk-3-2-x-release-notes-830281732.html

            Deleted Account (Inactive) added a comment -

            You need to enable the workflow transition to be visible in the portal - to do that you edit the workflow.

            Deleted Account (Inactive) added a comment - You need to enable the workflow transition to be visible in the portal - to do that you edit the workflow.

            Craig Hooghiem added a comment -

            Our cloud instance does not have this option.
            Any ideas?

            Craig Hooghiem added a comment - Our cloud instance does not have this option. Any ideas?

            talikan added a comment -

            I would like to second the motion for some indication on timing for the Server release timing. I would love to leverage Service Desk server on my companies JIRA installation shortly, but this feature will be critical to our workflow with customers.

            talikan added a comment - I would like to second the motion for some indication on timing for the Server release timing. I would love to leverage Service Desk server on my companies JIRA installation shortly, but this feature will be critical to our workflow with customers.

              Unassigned Unassigned
              c28d30b8-a62e-4318-86f6-7d94c66c6a6e Deleted Account (Inactive)
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                Created:
                Updated:
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