Why cant a user transition from web portal

[Normann P_ Nielsen _Netic_]

Whats wrong here in permissions?

[Alexey Matveev]

Hello,

You need to grant this user a Service Desk Agent license.

[Normann P_ Nielsen _Netic_]

Well, Im pretty sure that Transitions can be made available for non "Service Desk Agent license"s - It should be possible to create "escalate" and "resolve" and "Close" transitions?

[Normann P_ Nielsen _Netic_]

Whats the point in:

servicedesk.customer.transition.active=true

otherwise?

[Alexey Matveev]

Have a look at this document:

https://confluence.atlassian.com/adminjiraserver/jira-applications-and-project-types-overview-938846805.html

It is writen there that the Transition permission in Service Desk projects is available only for Service Desk Agents.

[Normann P_ Nielsen _Netic_]

Ok, this was mainly a stupid condition that did hide the button  -my bad.

Portal Uses CAN do transitions via "servicedesk.customer.transition.active=true" as in https://confluence.atlassian.com/jirakb/how-to-add-the-escalate-this-issue-link-to-a-service-desk-request-872136162.html?_ga=2.83451926.1821973140.1538982292-574396372.1537276134

[JP _AC Bielefeld Leader_]

Hi Normann,

is the transition shown in the customer portal?

Check this:

https://confluence.atlassian.com/jirakb/how-to-add-the-escalate-this-issue-link-to-a-service-desk-request-872136162.html

Best

JP

[Normann P_ Nielsen _Netic_]

No, its not shown - and thats my point. I dont expect users to have a Service Desk Agent licens to press "Escalate".

Also, normally a "resolve" og "close" is added for the End User to perform some self-service.