I echo these remarks from Madhusudhan.Matrubhai. This is pretty frustrating.

is anyone at Altassian looking at this thread, can you please comment on the dates so that we can plan our roll out and end this suspense.
If you guys still expecting more votes to expedite, please let us know.

The one thing that surprises me is that JSD is not an open source project and we pay top dollars to get that and yet we have to wait on votes for bug fixes/suggestion to get the attention.

Same here, please inform us!

Kind of a big deal to us, too. We need this ability, Atlassian

Thanks!

Anyone have any idea when the next release is scheduled for? Would also be nice to know what is planned for the release.

I see that too. It would be nice if someone would chime in to let us know what really is the plan.

Did anyone else notice ? the Jira is in "To-Do" status which means Atlassian is thinking about it, at-last some traction on this important feature.

Looking forward when it moves into "In progress" and "Done" status.

Thanks Atlassian for hearing into our rants and finally a glimmer of hope.

BTW can we have an ETA here please ?

I have not gotten the plugin to work at all for me- and have a very, very lengthy email chain with inTENSO on trying to get it to work. It will not read conditions properly, nor will it run the most transitions- only re-opening a case works for me. I can't get close case, or reply to agent working- Even with 0 conditions and validators.

Edit: I am not using Service Desk 2.0, but version 1.2.7

2nd Edit- I also want to say how good their customer service is. Even though I have had many issues, their support has been really, really good, and I can see that they want to fix the issues. I have confidence that the issues I am facing will be resolved very soon.

Madhusudhan, thank you for good word.
Yes, we, InTENSO, have that buttons functionality on our plugin, but I must say that it does not work proper for new user group Customers, created by Atlassian for JSD 2.0.x (long list of "undefined" transitions is visible under the proper transitions list). I must admit that JSD 2.0.x is kind of a tricky on its solutions, even for us, so currently there is no support for JSD 2.0.3. Anyway, feel free to try the trial since there are few more useful features.
P.S. About the Ferrari - I think that even if provided with the stick, any of us could find an idea to modify it for own needs.

I am tired of paying for all these plugins to make Jira do what it should do. This should be a basic requirement. I have a few plugins that are used buy only a few people but based on how the licensing works I have to buy at a much higher tier. Not fair. As for response from Atlassian, I tried to get this info on a ticket I had earlier and was not able to get any idea as to what the plan is.

"About our Support Portal, what we use is in fact a highly customized JIRA, not Service Desk, that's why it has so many different functionalities."
So it's seem the ServiceDesk is not even enough good for them.
Not good.

Not true:
https://support.atlassian.com/servicedesk/customer/portal/3
JIRA Service Desk (2.0.2)

Emre,

I'm currently evaluating that plugin and is doing a good job on what it says except when we hit a known bug which spoiled our first experience.

After plugin upgrading, Customer Portal page is blank. Workaround: Disable plugin, go to Customer Portal, enable plugin.

So far I like the plugin except that I'm worried how will I convince my management to buy this additional plugin after buying an expensive Ferrari which doesn't provide a stick to change the gear.

By the way, there is this plugin in the marketplace that claims to add workflow transition buttons into customer portal.
https://marketplace.atlassian.com/plugins/com.intenso.jira.plugins.jsd-extender

Is there anyone who used it in production? Any feedback on its capabilities and performance ?

Excellent point. Regardless of the general feedback from the contributors here, we need a statement from Atlassian as to whether this feature is something that will be considered in a future release. From my perspective, this issue is sufficient for me to not consider using the ServiceDesk product so I would appreciate an official view.

That totally explains that they don't do their own dog food as they claim it everywhere else.

This ticket is been open for more than a year and still there has been no update from Atlassian if they are ever going to work on this or not. It's not that they have to build a new solution when they already have this working on their support portal.

Maybe Service desk was a bad experiment and sad we got involved in it.

Emre,

I asked the question to support why the functionality is available in their support site and not in Service Desk. I got the following answer:

"About our Support Portal, what we use is in fact a highly customized JIRA, not Service Desk, that's why it has so many different functionalities."

So it's seem the ServiceDesk is not even enough good for them.

Not good.

Emre,

I hear you loud and clear. I have a vital decision to make. We are out of licenses and the next tier is super cost prohibitive, a 300% bump. May be time to look at what else is on the market?

I fear Atlassian already decided not to provide this (vital) feature in JSD but since it is present in Atlassian's own service desk portal, they are thinking of a way to sell this decision to us. If otherwise, why the silence ?

Is there any update from Atlassian as to where the product is going? This thread will go on forever but we are not being told whether any of this will be supported. The other issue I have with the customer interface is the inability to @ mentions someone in a ticket.

Alex,

We to have the same concern. We are needing to migrate to 2.0 because of licensing but the short comings of 2.0 are glaring. For us a major part is that users cannot close their own tickets or reopen in case of need. Any word from Atlassian on what the next additions to the Service Desk will be would be appreciated.

We are in the process to pass our Helpdesk to Jira ServiceDesk on demande and Atlassian force us to go with the 2.0 as the old one is not available. What I do not understand is why we cannot add workflow for customer interaction with support, in the customer portal, as it is the main interface for the customer.

This should be a part of the basic solution. I cannot give the ability to my customer to close their issues themselve if not required, it have to be an agent do it. This functionnalty seem to be available on the atlassian support page but we cannot have access to it.

I hope Atlassian will change it soon.

As per the earlier comment

Edward Zhang [Atlassian] added a comment - 21/Nov/13 4:21 PM. We currently do not have workflow transitions in the Customer Portal. https://support.atlassian.com has custom modifications that do not reflect the Service Desk product. Those modifications are specific to that instance only.

Which means they are not using the default product which is a bit misguiding and why don't they realize that teams out there also will need this basic customization incorporated wherein it provides the additional workflow actions available.

We are not asking for any fancy stuff here, all we need is the existing workflow actions available on the JSD.

Also I wonder why did they not incorporate this customization in the existing product ever after so many releases.

They are using JSD, but they're running version 1.2.4, rather than 2.0, for some reason. JSD 2.0 doesn't seem ready for prime time, IMO.
https://support.atlassian.com/servicedesk/customer/sds

It's not fair that Atlassian categorizes this as a suggestion, instead this should have been a Bug, IMO. This is such a show stopper for all those teams/project that use a customized workflow.

It's so disappointing that Atlassian has been sitting on this for more than a year and they continue to sell this product in all it's fan fare and they don't do their own dog food as they claim everywhere else. (Reference to not using JSD on their support portal)

Can someone from Atlassian throw some light if they plan to ever fix this and an ETA.

Thanks

thx Ben!

I was referring to the new 2.0 agent based version. That is what is stopping me from upgrading to the new model at this time.

@ Paul. So, transition buttons on the portal don't work in 2.0? Is this comming?
thx

This now works with Service Pack for service desk 1.1.1. You need to ensure that the "Technical user for workflow transitions" is set in the General configuration for this plugin. You also need to us the properties of a workflow transition. What I have found though is if I refresh the portal screen the buttons disappear. Also, if you have a global transitions then even by setting the properties the button doesn't show. if you have screen for you workflow transition then these won't show either

There should be a way for the reporter to resolve an issue.

Service Desk 2.0 has just arrived, and potentially customers will not be able to transition at all, at the moment I was taking them to the JIRA view, but that won't be possible anymore if you 'upgrade'.
more here https://answers.atlassian.com/questions/5702534/answers/5703453

Nice discussion.

I think that Atlassian must be in consideration this feature, because JSD in Cloud is not good solution if the customer can't do transition in the portal.

too true, that is a detail i hadn't clocked, but that is certainly supporting the suggestion that Atlassian Support is very much used to advertise a service that doesn't exist. Not sure we can stretch to false advertising, but it is pretty close. I for one, being used to how much more mature JIRA or JIRA Agile are, had really expected what i considered the minimum for my money.
I have been fighting internally to defend that budget line and if I don't have Atlassian helping me in giving them business, it makes it pretty untenable.

Same issue here. I purchased Service Desk plugin (2000 users license tier!!!) with the intent of using it for interacting with external customers as is the case with Atlassian Support. Very unhappy to find that it does not do this at all out of the box.

Hopefully in a future update however I do feel the current Service Desk incarnation on Atlassian Support should have a disclaimer at the bottom stating that it is a custom adaptation rather than the current message: JIRA Service Desk (1.2.4) (with hyperlink to https://www.atlassian.com/software/jira/service-desk !!!) that I see at the bottom of my tickets. This feature AFAIK was not available in v1.2.4. Please correct me if I am wrong.

I thought you might be interested in the support request below

------------>

I can see that on Atlassian's own version of service desk, you have close/freeze/reopen etc
i am on demand and i want to do the same, however JSD-40 suggests it is not possible?
again, i feel service desk is not mature as a product and making life really difficult
thanks!

Laurence
--------

Hi Laurence,
I'm sorry to say that the feature that you are looking is indeed not possible in Service Desk as of now. The buttons that you are seeing in our support portal is Atlassian own customizations which is not built in Service Desk plugin.
Hope this clarifies.
Best regards,
Fahd

-----------
Hi Fahd
are you saying that Atlassian use a download version?
------------------

It is a customization on source code level. If you are using Service Desk download version(of course with JIRA download version), you might be able to have the same feature with your own customizations.
Regards,
Fahd

------------

I am resolving the issue, if you have 'will not fix' i suggest you choose that to close.
As you can see, it is rather deceiving that Atlassian have now rolled out Service Desk for their own support, essentially using support as a very influential shop window for the product, except what we are seeing is not what we are getting.
If yourselves had to add these workflows and make them available to your customer, it is not a stretch of the imagination to extrapolate that it is a very standard business need much required by your customer base, especially when there are several suggestion (SJD) tickets asking for that feature.
I therefore encourage you to vote for https://jira.atlassian.com/browse/JSD-40 and ensure that agenda is escalated in your teams. The least Atlassian can do is sell what it (not so discreetly) advertises.

Laurence

Service Pack for Jira Service Desk says it can add the transitions to the form. I have the latest version 1.1.1 and I have some how got a close button on the form which disappears when you refresh the screen and when you actually press the button it closes the issue on the my Request page by if you click on the issue it is not closed and in JIRA it is not closed. So at present I have to say there is no way of getting transition to appear on the forms

Am I correct in assuming to this day it is not possible in service desk on demand to have the customer closing an issue in the customer portal?

Thanks

For On Demand Versión any solution?.

Regards.

@Cesar Salvado
It's available only to Download version.

Is this plugin available to On Demand Versión?.

@Philipp Klauser
@David Toussaint [Communardo]
I've released first version with this feature. It is based on transition properties so you have full control on it. For now only transitions with no screens works well.

@krzysztof.skoropada I would say having transition that are displayed in JSD Customer Portal configurable would be absolutely necessary. Doing this via properties is fine I think. Also so be consistent screens should be displayed though that might cause situation where the customer can see more fields than needed. But that would just be a configuration item then…

We already use the service pack for SD plugin... Couldn't live without it
Providing transitions from within your plugin would be awesome!
I would suggest the following "logic":

• Provide only links/transitions with certain property
• provide only links/transitions without transition screen (would be too complicated)
  We could easily live with these restrictions and it would allow the SD user to finally accept or reject/reopen the issue!

Cheers,
Philipp

Hi,
We are developing Service Pack for JSD (paid plugin that extend JSD). In my opinion we can do this but I'm wondering how you would determine which transitions should be visible to execute ? There are some ways to tackle this issue:

• property on transition
• external configuration based on selecting visible actions in Customer Portal
• allow to execute all transitions?
  any other ideas?

And what about screens on the transitions? Should we consider them or just allow non-screens transitions?

Not having the workflow exposed really means that the portal is not worth the money.

The Atlassian ServiceDesk is a sort of show case for people who want to buy JSD. Having the possibility in Atlassian's SD but not in JSD is very confusing.

Do we have a timescale for this improvement please?

We assumed that this would be part of the standard build since Atlassian use this standard functionality to support end users. It seems as if the Customer Portal is very incomplete since it does not support issue creation via email either.

I would love to get some insight how the buttons over at SAC are implemented.

True, but the opposite of that is that if comment doesn't reopen, when the status is with them and they just use comment when they meant to use workflow, the ticket gets left in the wrong state and your servicedesk doesn't see it.

I'd rather my guys re-close tickets with 'Thanks for your help' on them (having read the thanks which is good for morale in itself) than miss customer responses.

If you use the inbuilt Service Desk workflow on a new Service Desk project commenting on the issue as the reporter automatically reopens it.

And every thanks for your help will reopen the issue.

@justin I agree with your insight, and thanks for the tips.

We think at least one action cannot be done via auto listeners : having the client "resolve" (or accept resolution of) the issue. In our case, we also want to have a small satisfaction form. (see JSD-53)

This is really important to get good (but simple) flows. As Atlassian themselves are using it, I'd say they should certainly see the value of it Please provide your customers with the same features as you are using yourselves

Along with the workflow buttons, workflow transition screens should be show as well. The transition screen should honor required fields.

We currently do not have workflow transitions in the Customer Portal.
https://support.atlassian.com has custom modifications that do not reflect the Service Desk product. Those modifications are specific to that instance only.

@Stefan: I raised an support issue for JIRA Service Desk yesterday and the Service Desk is enabled for this project. On the right side within the you can section there are the known workflow functions for support (Resolve this issue, Escalate this issue, ...)

@Tim: Could you be slightly more specific as to where you saw that this is already enabled?
Could you paste an exact link?

Few minutes ago i see on https://support.atlassian.com that this feature is already enabled on this instance

Here is our view / experience:

1. Customer A creates Issue "Wrong color" through Service Desk
2. Developer Deedee replies to "Wrong color", putting the issue in progress and commenting.
3. Developer Deedee Resolves "Wrong color" so Customer A can test & verify the resolution
4. Customer A tests it and the "Wrong color" issue has been resolved incorrectly, the color is still wrong.

From 4. Customer A currently only have one option, i.e. to Comment.
Customer A should be able to accept the change / resolution = Close the issue
Customer A should be able to refuse the change / resolution = Re-open the issue

If you could add this feature, it would significantly increase the value of the service desk.

We would like the ability to open up certain workflow steps to our service desk users. The most important would be the ability to "close" an issue. Additionally it would be good to expose some other workflow steps such as returning to us with more information. We would want to be able to customize and control which workflow steps would be available to a service desk user.