Can customers transition items when a screen is required for the transition?

[Rob Horan]

I have an IT project in which tickets will be created via Jira by agents AND through the portal.  Ideally agents will close or reopen tickets after resolution, but now there is a requirement to have customers close issues or reopen as needed.

HOWEVER, there is ALSO a requirement that users enter a comment for these actions. 

Can this be enforced for customers through the portal?

[Avinash Bhagawati _Appfire_]

Hi @Rob Horan ,

Enabling the Show Transition in Portal for transition will make customer to execute transition with comments for Reopen or Close with resolution. Below screenshot is for reference.

Thanks,

Avinash

[Rob Horan]

Thank you, but having the transition alone is not enough. We need, at minimum, a comment to be entered. That was why I specified screen required.

[Avinash Bhagawati _Appfire_]

Hi @Rob Horan ,

Yes . For example , configure transition with transition screen ( with A, B and C fields and these fields are hidden from customer portals) along with enabling Show transition on Portal.

The Results are: 

- Agents will be able to execute transition with transition screen including fields A, B , C and Comments.

- Customers will be able to execute the transition with only comment field on transition screen.

To make comments as mandatory for transition add condition or validator to the transition - for agents

Hope this helps you.

Thanks,

Avinash 

[Susan Hauth _Jira Queen_]

Hi Avinash and Robert,

Although it's simple enough to make a comment mandatory as part of a transition in Jira for the agents, this is not currently possible within the portal for the customer.

Please see this question:

https://community.atlassian.com/t5/Jira-Service-Desk-questions/How-to-make-comment-field-mandatory-on-customer-portal-in-JSD/qaq-p/1059811

You can vote for

https://jira.atlassian.com/browse/JSDSERVER-3855

Hope that helps clarify.

Susan

[Rob Horan]

Hi Susan,

This looks like it would be a perfect solution.  My only concern - because I am not a coder - is that when I look at this script I can't tell how priority is being set based on those values. 

It would help me to know which of those values belong to Priority, Impact, and Urgency, but unfortunately the page doesn't spoonfeed the info, for lack of a beter term.

[Katarzyna]

Hi Robert,

You can do it using our app Actions for Jira Service Desk. In the configuration you should select transition for your customer, fields which you want to display on the transition screen on the Customer Portal (in your case comment, but you can add any field you need) and mark it required.

Kate

[Rob Horan]

So without a plugin... no.