Add the Escalate transition to the customer portal

[Russ White]

This is probably a trivial question, but I've racked my brain for too long now! 

At one point, I had the Escalate transition status on our customer portal so that customers could escalate a case if they wanted to from the portal. I didn't like the function at first so I removed it, but now I can't seem to find out how to turn that back on.

I've copied my workflow for editing and cannot see the checkbox to "Show transition in the customer portal". When I click on the necessary transitions, all I can see are the standard workflow edit links: Properties, Triggers, Conditions, Validators, Post Functions.

I know it was there at one time and I unselected it to remove it. In doing some testing with users, I think I'd like to add that back now.

Thanks in advance!

[Mikael Sandberg · Accepted solution]

You should see the checkbox to make the transition available on the portal if you click on the transition that takes the request to escalated, not the status itself.

[Russ White]

Hi @Mikael Sandberg ,

Yes that is what I have been trying, but I still don't see that checkbox any longer. I do recall it being there before because I know I turned it off at one point. I am the project owner and admin, but is it possibly a permissions/role thing?

[Russ White]

[Mikael Sandberg]

Have you associated the new workflow with the issue type in your JSM project yet? If not that would explain why you are not seeing the checkbox. That checkbox will only be visible in an active workflow associated to a JSM project. The same applies to approvals, it can only be configured on an active workflow.

[Russ White]

Aha....that makes sense. I just tested this on an active workflow and I'm able to add it now. 

See...I thought it would be something trivial I was missing. Thank you so much for the assist.

Russ