Resolving (show transition in customer portal option) is not working

[Luis Cabezas]

Hello,

We are having some permission issue with Jira that is not allowing a reporter of the raised issue to resolve their ticket from the customer portal. Our workflow (Service Request) has the correct workflow and we have Show transition in the customer portal enabled for resolve this issue transition.

I have done intensive research and have tried multiple changes to our permission scheme but nothing has worked. For example, I added Reporter to Resolve Issue permission and when I test permissions through Permission Helper I get Jira Service Desk has overridden this permission.

I am not sure what I am doing wrong and why this is not working correctly. We also need the reporter to be able to link issues to other projects and we get the same error Jira Service Desk has overridden this permission even if I add the Reporter to Link Issues permission.

This error is causing a lot of issues in our daily work. Any tips would be greatly helpful.

PS. Reporter does have Browse Projects permission already as well. This does nothing to help get this working.

[Nic Brough -Adaptavist-]

I know you've said "pressing this button doesn't do anything", but I would like to confirm exactly what the "nothing" is.  So is it:

• Literally do nothing at all, like clicking on the white space on a web page
• Button depresses and comes back up, but nothing else (and the screen doesn't change after a few seconds)
• Button depresses and the popup goes away, but nothing on the issue changes

Also, does the behaviour change if you put any text in the comment box?

[Luis Cabezas]

[Luis Cabezas]

I have attached a gif showing what is happening. A customer tried to resolve their own issue, but when clicking on Resolve this issue does nothing at all as you can see (hopefully). Even adding a comment does nothing.

[Luis Cabezas]

This is enabled in our workflow, and from reading the documentation should give users the ability to resolve it.

[Décio Sousa]

I have exactly the same issue when trying to make the customer able to Cancel the issue.

I have a "Cancel" transition to a "Canceled" (Resolved) state, Visible on Customer Portal, and I get exactly the same behaviour described above.

[Décio Sousa]

Inspecting the customer request I found that while trying to run the transition AJAX request:

"{"errors":[{"errorMessage":"We couldn't make that happen because you don't have Schedule Issues permission.","field":"customfield_10007"}],"reasonKey":"transition failed validation","reasonCode":"400"}

Adding the "Schedule Issues permission" to Service Desk Customers - Portal Access, made it work ;)

Weird nevertheless...

[Luis Cabezas]

I checked and I already have that permission set when this happens =( and it will did not work. Ugh. Thank you for the tip though.

[Décio Sousa]

Can you open the developer tools and check the request response you're getting in the network tab? 

Maybe the error there will give you more insights.