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Suggestion
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Resolution: Unresolved
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None
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28
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3
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NOTE: This bug report is for JIRA Service Desk Server. Using JIRA Service Desk Cloud? See the corresponding bug report.
Summary
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.
Steps to reproduce problem:
Validator:
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.
Expected behaviour:
Error message: "This field is required." Transition not made.
Actual behaviour:
Transition successful. No error message.
Workaround
No current workaround for this issue. This is known and intended behaviour as documented here.
- is related to
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- Reviewing
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JSDCLOUD-4007 Customer portal transition - validators not applied
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- Closed
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Page Failed to load
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JSDA-776 Failed to load
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JSMDC-7408 Loading...
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[JSDSERVER-4007] Customer portal transition - validators not applied
We have a "Re-Open" transition available from the Portal to open a Resolved issue. When adding date criteria to as a "validator" in the transition, it will apply correctly in Jira, but not in the Portal.
For us it would be good to have the opposite, allow an issue to be re-opened (transitioned) at all times by the Agents, but disable the ability from the Portal after a certain number of days has passed.
I understand a workaround for this would be to have a "Resolved" status with the Reopen transition available on the portal, then after a time period have the ticket transition to "Closed", which would allow us to not have the Reopen transition available externally.
Even though it is intended behaviour, we really would benefit from working validators for customer transitions. Please give us an option or change the behaviour.
Hi everyone,
Thank you for your interest in this issue.
I have moved this issue from a Bug to a Suggestion issue type to better reflect that this is documented behaviour for transitions actioned in the customer portal.
We fully understand that many of you are dependent on this functionality and it would be valuable to gauge customer interest to help inform any future revised approaches to transition validators. Please continue to watch and vote on this issue if it is important for you and your team.
If you are interested in following the equivalent ticket for JSM Cloud, please see JSDCLOUD-5853.
Kind regards,
Charlie Marriott
Jira Service Management, Server & Data Center
Hello,
I just wonder is it the right approach for your customers to just declare that you are not going to fix the bug? No workarounds and no even a clarifications thaտ the bug can be fixed in other versions...
So you just offer to know there are validations which are useless?