How can I make a comment required on transition in customer portal?

[TLI]

I have configured a workflow and made one transition available in the customer portal. The transition has a screen attached which shows the comment. When I trigger the transition in the customer portal, a screen with the comment field appears, but the comment is optional. How can I make it required?

[Jack Brickey · Accepted solution]

Thomas, I don't believe that is possible. However, and I haven't done this personally but you could add a new custom text field and make it required as part of the transition in the workflow. Not sure that works for you.

[TLI]

Thanks! At least I have certainty now and know a workaround.

[Joe Pitt]

The extra field is better anyway. If you want to require it you may want to display it or search on it and a separate field makes it searchable and displayable

[Jack Brickey]

agree completely Joe!

[Jan Terry]

@Thomas Lindenhofer - were you able to make comments required in the customer view? We are running into the same issue and need to make the comments field required on a transition. If you were successful, may I ask how you accomplished this?

[poppitz81]

I'm sorry, I have no solution for required comments in customer portal. Currently we rely on our customers. 

[Jan Terry]

Bummer! Thank you for the update. I've suggested training our customers as a solution. 

[H K]

Hello @Jack Brickeyand @Joe Pitt,

how can I add a custom field required as part of the transition in the customer portal? That is something I am trying right now and do not get it to work.

I added a checkbox to the transition screen but only my agents are able to see the custom field. Although my customers are able to see and execute the transition they just have the ability to write a comment.

I have opened another question on my problem with additional screenshots:
https://community.atlassian.com/t5/Jira-Service-Desk-questions/Screen-with-custom-field-not-appearing-in-customer-portal/qaq-p/664271

I would appreciate it, if you could have a look at it!
Thank you!

[Matteo Pacenti]

Hello,

i think you need to use the Validator that upon transaction that field must be updated, and obv use a screen with a comment field.

[Jack Brickey]

but validators do not work for transitions executed via portal.