Users cannot transition issues service desk

[Alex Kuterman]

My users cannot transition their issues.

These users are from the R&D and are not defined as agents.

From permissions point of view, the users are correctly defined.

What am I missing?

[Olga Videc · Accepted solution]

Hello @Alex Kuterman 

You said you checked the permission part.

Have you edited your workflow? You need to edit your workflow and the transition to resolve/done.

You need to check the  "Show transition in the customer portal" flag

BR, Olga

[Alex Kuterman]

Sorry for not being clear.

I’m not referring to the end-users here. I’m talking about R&D people within the company that are getting these tickets for handling.

These R&D people are not defined as agents but they are part of the flow

[Olga Videc]

Hello @Alex Kuterman 

I know, you are referring to Software users, those people are probably in collaborators so they can view and add attachments and add internal comments if they arent request participant. 

But software user without agent license cant transition issue the way agent do it, the only way they can do it is through customer portal.

BR, Olga