Adding a status just for customers to the workflow

[Mathias Koprek]

Hi,

We want that the customer is able to close his issues if they are in the following 3 status: "In", "Needs to be done" and "In Progress".

But we don´t want that the agent is able to "see" this status in the issue. The agent can use the other status "decline" or "cancel" if needed.

Is that possible?

Kind Regards

Mathias

[Nic Brough -Adaptavist-]

I feel I might be misunderstanding something, but this sounds like you want to have an issue that's in two status at the same time.  That's not going to work - you need issues to be clear about where they are in the workflow.

But, trying to think of what you've written differently makes me think that you might be talking about controlling who can do what, not having many status.

Imagine your workflow around "Needs to be done".  Give it three transitions from there to the status

• Closed
• Declined
• Cancelled

Then place a "condition" on the "close" transition that says "only customer can do this", and a condition on the other two saying "only agent can do this"

[Mathias Koprek]

Your interpretation was right!

And the solution sounds good. I will try that :)

Kind Regards

Mathias