Missing respond / comment option during status transition
Hello,
on a newly created Service Desk project (without any customizations), I get this window popped up after changing the status of a ticket:
But on our customized project, this does not appear on any transition. I couldn't find any related settings for that.
Where do I activate / configurate this window?
Many thanks in advance!
1 answer
Hello @Rouven Hillenbrand
Thank you for reaching out.
The screen you are seeing in your newly created project when transitioning an issue is added by default in some workflow templates and can be manually added to any workflow transition, as described in the documentation below:
Map a screen to a workflow transition
To configure a screen like that in your customized project, you can do the following steps:
1 - Navigate to your project > Project settings > Workflows > Click to edit your project workflows
2 - On diagram mode, click in the transition you want to add your screen > Edit:
3 - Select the screen you want in the screen field:
4 - Save the workflow draft
P.S: The option to choose between "Respond to customer" and "Internal Comment" can only be chosen in a Service desk project, not Software.
Let us know if you have any questions.
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