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"

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.

How come such a basic feature doesn't work?

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

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

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

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.

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?

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

Happy birthday Rasmus

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

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

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

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

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.

Looks like you have a bug in this new feature. Please refer to: https://jira.atlassian.com/browse/JSD-4033

Love this feature, when can we expect it on server edition?

Thanks @vincent, this is actually great news

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

Would be great to get an indication on 3.2.0 release date

Hi there,
The information for this is in the JSD Help Guides, but the feature is not yet available it seems. When do we think it will go live?
Thank you

Is this applicable for the server version too?? Please advise

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

We are used to show at last transition (to acknowledge the resolution) an optional comment, of course, and two satisfaction scale fields with radio buttons too, regarding the time for the resolution and the quality of the support answers.

So will we not be able to put this kind of custom fields on this third transition screen after the user selected “close request” ?

When is this due to be released please?

I assume end of July to tie in with the work flow add ons being disabled?

+1

The ability for customers to be able to close their own requests is surely a basic/obvious feature?

I have the option when I raise support tickets to Atlassian so you must have the feature somewhere?

We really lack this functionality working on Service Desk with several customers and this feature is almost a show-stopper for us. Please provide at least some rough update on when could we expect this be released.

@Vincent Wong, can you please provide an update of when this feature will be released for JSD Server as there have been a number of releases and updates since you added your comment and I still don't see this functionality?

Thanks Mustafa. We feel the same here.

This feature is CM101 for service desk system. If this feature wont be added asap, we cannot combine JIRA software with JSD. Could you please give us more specific date for this release on cloud?

Approval states and workflow transitions seem like totally separate features. Why is Atlassian providing updates about approval states here?

any idea when this will be available for on premise?

@Vincent Wong when will be the release of the next JSD server release as this feature is quite important for us

Adding the possibility of setting the 'Reporter' as a default value for hidden Approvers would be great.

Thank you Vincent. Those are good news!
From the documentation I cannot find an answer to the following:
After this feature is available in the JSD server release, if we populate the "approvers" field using a scripted post function, will those approvers get notified that a ticket is waiting for their approval?

hey ranl, the approval feature is currently available only on cloud but will be available on the next JSD server release.

Does anyone know if this new approval feature is in JSD Cloud only? I cannot find any note of this new feature in the JSD Server documentation.

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

I have been voting several weeks/months ago - I am just appreciating Doug opinion

Darren Pegg and Łukasz Wątroba, it seems that you wanted to vote for this feature, but you voted on the wrong place. There is a button to vote at the upper right corner of the page. Please go ahead and vote. It will help us (customers as you) to get this feature sooner

+1

+1

@Atlassian Team:

Thank you for your update. I like the suggestions proposed.

Today I am using Intenso's Actions plugin that performs some of this transition from customer portal, but I personally would like to prompt the user for which transition they want to perform (or none at all) every-time they click the comment button. From our experience, a lot of users do not "see" that there is a new action or transition option to them, specially when our workflows get's customized by the type of issue and stage of that workflow.

Sometimes the customer is just writing a comment for their own sanity/tracking purposes, such as "Just FYI, we are still waiting for 3rd party vendor response and we will update as soon as I hear from them". The Jira SD Automation "transition on comment" would then transition this issue to another state, which isn't ideal. Additionally, creating SD Automation on keywords are also finicky.

If we could prompt the user which transition to perform upon clicking the "add" button on the comment this request box, this would be much better for our use case than just the SD Automation Transition on comment.

Doug Morato
Sr. Manager - PwC

The way it is planned is easy to understand, it would be great to have this implemented just like this. Please let us know about a possible release date!

That would be great to have! I was just looking for something like that!

Will this feature be fully implemented before October 6th, when the billing plan is automatically updated (increased)?

One question, are the buttons available from URL? For instance, we would very much want to automate an e-mail to the user, e.g.:

"Hi <assignee>,

<reporter> requires <summary>

Please <approve button url> or <reject button url>."

I know we can kind of do this today already and link to the transition, but the user gets a non-friendly JSON response. Hoping that this feature will rectify.

There is no pression, but i subscribe to others ) Yeah, we need this feature ASAP

We need this feature ASAP too.

I like the proposed solution, please release ASAP!

Survey complete. I love this, simple, easy to configure, solves the problem.

I would also want to be able to present fields back to the user, but I believe this should be a separate feature request.
Use case: Ask the customer to complete missing information.

Get it as soon as possible!! Cheers!

Thanks for the update, the design looks good. It would be event better if we could test the UX (from the user point of view and the admin point of view). Also it would be great if you could provide us with an approx delivery date.

Thanks.

I'll join the chorus of "looks great ... estimated delivery date??" This has been a long time coming and many of us (customers) are blocked from making much-needed improvements. My IT department is currently re-evaluating whether to remove JSD and build our own portal since our (all internal) customers are howling about how limited their experience is with the "IT Helpdesk" project versus their own (non-JSD) JIRA projects. (The only current alternative is to make all 500 of them "service desk agents" and that's cost-prohibitive.)

Ah is it just the comment that will be available in the transition screen? Or any field that we add on the transition screen from the workflow designer?

Good news !
What about adding some custom fields to the transition screen other than comments ?

Great news! With this design, can we "rename" the transition that we show on the Customer Portal? (this is not a major need for us right now but it could be interesting)