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)

Excellent - looking forward to it.

Will approve issues also be available?

Edit: according to the survey approve is included

great, when please?

Vincent that is lovely that is a super cool update. Love it!

Looks good! When?

So simple and elegant!

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

C'mon Atlassian, give us some answers pleeease
I open everyday this ticket to see if there is any mouvement...

This will be very useful to have. This is the (only) thing we feel is missing in your (totally good) OnDemand version of ServiceDesk!

this feature is currently on our roadmap

What does that exactly mean??
Can we, your customers, see this wonderful "roadmap"??

This will be great and will enable us to incorporate approval process in the service desk.

Anyone is facing the issue JSD-3189, or it's just me?

Been hearing this for 2 years already.

Hi everyone,

Thank you for all the responses so far!
We understand the importance of this feature. We just want to let you guys know that this feature is currently on our roadmap and we are working on it.

Cheers,
Vincent

This would be a wonderful feature to add, in fact I'm surprised it's not already available. Let's git 'r done Atlassian!

I am appalled that Atlassian is selling, for quite bit of money, a customer service portal without these described features.
If the customer cannot interact with issues in any meaningful way besides commenting, then what we actually get is a message board.
Arguably, this is not completely worthless, but certainly doesn't justify $20 / agent.

We will be ditching this product until it's ready for prime time.

This is a very critical and a must have feature in any service desk system. The customer should have the option of re-opening a case when he want. Moreover, it's part of ITIL, which is a framework used worldwide now by a huge number of companies. It's not acceptable by all means to leave such important functionalities in the IT world anymore. When we can have this ready?

In our case we are not willing to delete neither issues nor user comments at the customer portal.

If only We could have buttons for the users in order be able to move the issues from one state to another ...
(considering permissions of course). That would really make the difference for the customer portal, making it really usable.

We certainly do not want our customers to delete issues or comments. When customers collaborate and/or participate in issues all information should be contained. Deleting issues has implications on reports, SLAs and makes auditing less effective. If needed (e.g. a customer posted privacy sensitive information) an agent should edit the comment.

We want our Service Desk Customer to do following things:
Create issue
Comment issue
Add attachment
Edit issue
Close issue
Delete his/her issue
Delete his/her comment
...

According to JIRA Project Permission (see attached screen), Service Desk Customer - Portal Access should have permission to do lots of things. But right now, our Service Desk Customer can only do

Add a comment
Add attachment

I think the problem related to this issue, right? Please let me know if not.
Thanks!

We need also this feature, for us this is a blocking issue to use JSD for our clients.

C'mon give us an estimate pleeeaaaassssseeee, it will be like a xmas gift if you'll do it this month

Dear Huynh,

I also voted for this issue, because it is essential for our department. Please let us know, when this feature will be added.

It haven't to be complicated, since the Service Desk of Atlassian implemented this feature.

with best regards and many thanks,

Ali

Hi Joseph and Aliakse,
We voted for this issue. We really hope it will be implemented soon. It is critical for us and it is provided with other service desks such as Zendesk. Our company wishes to keep track of as many things as possible within JIRA because it is a great tool. Hence, we are willing to extend our subscription to more adds-on and licences, but we are also open to consider other solutions if an adjusment is not delivered in a near future.

Thanks !

it's quite possible that atlassian is using the Extension for JIRA Service Desk plugin

Definitely no, since the nature of Extension for JIRA Service Desk plugin is to take transitions on behalf of one dedicated user, while Atlassian Support Service Desk allows customers to act on transitions on behalf of themselves.

it's quite possible that atlassian is using the Extension for JIRA Service Desk plugin

Atlassian is using it on it's own Service Desk... so there is no need of adding more reasons. They know it's a must for a Service Desk application.

We need to be able to let customers approve an issue. Voted

I'm in favor assuming that we can limit which transitions the customer is allowed to execute and which the customer isn't

I am really frustrated with Atlassian that they turn JSD into a product that just works best for them. They play dead when us experts tell them about the things our customers need and want. They even took one of the most useful tools in the marketplace (Vertygo SLA) and managed to turn it into something utterly unusable. How am I expected to tell the customers "if you want to measure SLA targets, you have to buy a 30K$ add-on?"

Considering Atlassian have this feature in the service desks they make public, i'm surprised this hasn't been delivered yet.

While I would really like this feature, in the meantime i've had to use automation rules on customer comment to re-open a ticket into a new status, not ideal but it's getting us a little step forward.

Agreed. I am pretty sure we have given up on SD. We are starting to migrate away from it. Have waited too long for a usable product.

It is almost useless if we do not have this function.

I am glad to see this in the description field:

...At this stage, we can re-affirm that addressing the key use cases around closing and reopening is on our roadmap to deliver.

I've recently submitted a request for support on Confluence, and naturally it uses Service Desk.

What I don't understand is that on that portal, I'm allowed to Add a comment, an attachment, or ... Resolve the issue.

(There's also some automation to freeze the issue after a while, then unfreeze)

It's really quite neat, and it's apparently done with Service Desk 2.4.3.

So it must be possible to do it?

Over one year? You mean only one year.

https://jira.atlassian.com/issues/?jql=project%20%3D%20jra%20AND%20status%20not%20in%20(resolved%2C%20closed)%20and%20votes%20%3E%3D%20100%20ORDER%20BY%20created%20ASC

just bugfixing and including automation (regrated addon), for one year or more !!!!

is their any public roadmap of ServiceDesk ?

how long does it keep to implement this little feature ? We still waiting over one year... afraid

We would also like the ability to give users access to transition a ticket from one status to another.

for our environment we want to be able to configure which transition should be visible for the customer.
Not only close/reopen.

It's problematic for a software development company to provide a public version of its product that contains unreleased functionality. Use beta features internally, not externally.

Yes, some things are really frustrating and Atlassian has to deal with becoming a massive company and the challenges that come with it.
However, some of the comments here sound more like disgruntled children complaining about the lack of ice cream in their lives. Not sure that's helping anybody.

no apologies needed lukasz.watroba. We totally understand, and will do everything we can to improve the product experience.
close/reopening workflow transition is on our roadmap now, just need a bit of time.

@aculver, we do care mate.

Changing the pricing won't fix the limitations. Even if they made JSD free, it would be just as limiting. We want JSD to have the same flexibility and extensibility that Jira had 5 years ago. Atlassian's attitude towards customers has really changed and it's sad.

Well, maybe I was too harsh, so sorry for that.

I think that you should change that pricing model - because it is the main reason of frustration here - by not limiting possibility to assign, change transitions for clients and other Jira users.

You have here great software but you are limiting its usability in a really bad way, by creating limitations that are simply artificial in a worst possible way - not by providing to agent additional possibilities and functionalities but by limiting possibilities of other Jira users and SD customers in a project. Explanation that you are working on different functionalities doesn't mean that such a simple switch is hard to progress - it is just a way to cover/hide a bad pricing model that you are not willing to change for two years.

And from the client point of view - you are making those functionalities exceptionally costly (in a money and in a time of users), especially in some implementation circumstances.
Check the voting bar and you will see that I am not the only one who thinks that way.

thanks for feedback lukasz.watroba Wątroba. I'm truly sorry you feel this way.

And btw - this ticket is not a duplicate for JSD-917. That way you are limiting request.

We would like to have an ability to grant transition issues permission not only for customer but also for Jira users other that agents. There come several words that appear in my mind in current situation: dumb, stupid, harmful. The situation when Service Desk blocks an ability to transition issues to other groups makes that tool unusable, especially if you wish to integrate first and second line of support in an efficient way.

Greed and pride comes before fall.

Joseph Huynh - I do not think that such cheap talk can convince anyone here.

As JIRA Service Desk is still a very young product, we'd be happy to help beta test it using free beta testing licenses. As a reward for our help, we'd be happy to accept half price licenses for 2 years once JSD is ready for official release and production use.

I would also like escalation, closing, reopening options for customers.

Ideally the customer could be presented a screen as well.

Scenarios:

• Add a brief satisfaction survey when a ticket is closed, so rather than emailing a separate survey link being able to capture this on close would be extremely useful.
• Support requires more information and can send the workflow down a path so the customer can complete the structured data.

ajk, madhusudhan.matrubhai, kevbuy

https://jira.atlassian.com/browse/JSD-466 will be made available to you on 2.6.0-OD-06 in the upcoming weeks.

Thanks @Kevin Wise, that tip was very helpful. You Rock !!!