Portal users cannot use transition

[Deleted user]

Hi,

we are moving our customers from Jira Software to Jira ServiceDesk.
So i've created a new Workflow for the ServiceDesk project

Within the workflow, I've created a transition called "Freigeben", which is reused for some status. If the status of the issue is in these Statuses "Wartet auf den Support, Wartet auf Kunden, Verifizierung or "Laufende interne Prüfung" a customer can use the transition in Portal view. But, if the Status of the issue is "Wartet auf Kundenfreigabe" the transiton and pressing the "Freigeben" Button in portal, there only an waiting icon active. See Screenshot

At this time, I dont know why, this error only appears with users which were moved from Jira Software users to service desk customers.

Following steps did I to add these users as customers.

1. Jira Administration -> User Management
2. Search for user
3. Remove usergroups and Application access
4. Go to Jira ServiceDesk Project -> Customers
5. Add Customer to organization.

Moved customers can login, use request types and add comments, transition issues but only this one transition from "Wartet auf Kundenfreigabe" to "Gelöst" cannot be done by moved users.

Funky at this point, users which are added as customers to the same organization, but previously wasn't added as Jira Software users, can use the transition.

What am I doing wrong?

Thank you in advance for your help.

best regards

André

I've added the postfunction of the transition and the transition properties,

[Angélica Luz]

Hi André,

I saw that you opened a ticket with our support related to the same issue and it's already in progress.
I'll be watching the ticket and once it's resolved, I'll post the resolution here.

Regards,
Angélica

[Normann P_ Nielsen _Netic_]

Any news here @Angélica Luz

[Angélica Luz]

Hi @Normann P_ Nielsen _Netic_,

Not yet :(
The issue is still being investigated.

Regards,
Angélica