Service Desk: how can I allow the customers to cancel/change status of a submitted ticket?

[Auwlyee_Cabrera]

One of my clients ask me if they can cancel a request they already made or completed. Its like giving them persmision to change the status of a task (resolved/cancel) I when inside the SD but in the permision even if I grant them they can only cancel/resolved the support issues but the bug or new feature the can't.

There is any way to allow them to change all the task?

Thanks

[Bastian Stehmann · Accepted solution]

Hi,

You can configure this on the workflow. Go to Jira Settings-Issues-Workflows, then edit the workflow from which you want to make transitions available. 

Then select the transition,  and there should be a checkbox to make it visible in the portal. 

Publish the draft and it should be there.

[Auwlyee_Cabrera]

Thank you so much for your answer @Bastian Stehmann  I just create the new workflow. 

Thank you so much

[Martin Böhme]

@Auwlyee_Cabrera and how do you set the Resolution this way?

[Paul Mata]

When you select the checkbox to add the transition to the portal, you will be given the option to edit the resolution.

[Mike H.]

Hi Bastian, 

Is there any option to get this applied in the Server Edition (JSD 4.2)?

Many thanks for any help, Mike

[Bastian Stehmann]

Hi Mike,

I'm not sure about version 4.2(I don't have one to test it myself at the moment), but in general it was the same configuration on server.

[Mike H.]

Hello Bastian, many thanks for your swift response!

Seems the workflow has be published 1 time before the option becomes visible.

BR, Michael