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  1. Jira Service Management Data Center
  2. JSDSERVER-682

Portal Customer Reopen Issues

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    • Icon: Bug Bug
    • Resolution: Duplicate
    • Icon: Low Low
    • None
    • None
    • Customer Portal

      NOTE: This bug report is for JIRA Service Desk Server. Using JIRA Service Desk Cloud? See the corresponding bug report.

      Hi

      I'm using Jira Service Desk in Cloud versión. It's not possible reopen isues for my customers when I closed the issue.

      Regards

          Form Name

            [JSDSERVER-682] Portal Customer Reopen Issues

            Thomas Ender added a comment -

            I not duplicate to JSD-40, because wie do not want to have the customer transitioning issue status with buttons.

            But:

            We want to have reopened the issue when the customer comments it in the Portal or by E-mail
            Regards Thomas

            Thomas Ender added a comment - I not duplicate to JSD-40 , because wie do not want to have the customer transitioning issue status with buttons. But: We want to have reopened the issue when the customer comments it in the Portal or by E-mail Regards Thomas

            Ed Zhang (Automation) added a comment -

            This is a duplicate of JSD-40. Please watch that issue instead

            Ed Zhang (Automation) added a comment - This is a duplicate of JSD-40 . Please watch that issue instead

            Deleted Account (Inactive) added a comment -

            I had the same issue and resolved it by adding an auto transition listener with the following specifications:

            Action ID Use the transition id of your "reopen" transition
            Event ID 6
            Only do when current user is in (Multi-) User Picker custom field: false
            Only do when current user is in the following groups? service-desk-customers
            Only do when current user is the Assignee? false
            Only do when current user is the Reporter? true
            Project Key PFSSD
            Status 6

            This will only reopen an issue which has the status closed and if the comment is made by the reporter.

            Hope this helps.

            Deleted Account (Inactive) added a comment - I had the same issue and resolved it by adding an auto transition listener with the following specifications: Action ID Use the transition id of your "reopen" transition Event ID 6 Only do when current user is in (Multi-) User Picker custom field: false Only do when current user is in the following groups? service-desk-customers Only do when current user is the Assignee? false Only do when current user is the Reporter? true Project Key PFSSD Status 6 This will only reopen an issue which has the status closed and if the comment is made by the reporter. Hope this helps.

            Cesar Salvado added a comment -

            Yes of course but in cloud versión is not posible to have transition buttons in the customer portal.

            Jacob please could you view the JSD-40, in the server versión you can install a plugin for solving this funcionallty.

            Regards.

            Cesar Salvado added a comment - Yes of course but in cloud versión is not posible to have transition buttons in the customer portal. Jacob please could you view the JSD-40 , in the server versión you can install a plugin for solving this funcionallty. Regards.

            Jacob Jaskolka added a comment -

            I have the same issues, on the server version as well.
            Also, yes my workflow allows issues to be re-opened.
            Reporters of the issue also cannot close their own tickets from the customer portal either. Nor can they do ANYTHING that is in the workflow. All that is allowed is adding a comment or attachment.

            Jacob Jaskolka added a comment - I have the same issues, on the server version as well. Also, yes my workflow allows issues to be re-opened. Reporters of the issue also cannot close their own tickets from the customer portal either. Nor can they do ANYTHING that is in the workflow. All that is allowed is adding a comment or attachment.

            Chag added a comment -

            @Cesar Salvado does your workflow allow for issues to be reopened?

            Chag added a comment - @Cesar Salvado does your workflow allow for issues to be reopened?

              Unassigned Unassigned
              2e356f583a81 Cesar Salvado
              Affected customers:
              5 This affects my team
              Watchers:
              8 Start watching this issue

                Created:
                Updated:
                Resolved: