Customers who have configured a Workflow Validator in their Service Desk Projects have noticed that the Custom Validator Error message does not appear in the Customer Portal (if the Validator fails).The customer's transition is not blocked by the transition's validator in the workflow. This is known and intended behaviour as documented here:
Customer transitions in the portal behave differently than other workflow transitions:
- Transitioning an issue from the portal ignores validators for the transition.
If a value for field Comment is not provided during the transition, show the following error: This field is required.
Set above validator to a workflow transition. Make transition accessable in customer portal. Transition issue from customer portal. Leave Comment field blank, and confirm transition.
Error message: "This field is required." Transition not made.
Transition successful. No error message.
No current workaround for this issue. This is known and intended behaviour as documented here.