When an issue is transitioned from the portal, it bypasses any validators that are defined for the transition.When you add a transition to the portal, you can set a resolution for requests that customers transition. Screens don't display on the customer portal.Select the transition in the workflow, and check the box beside Show transition on the customer portal.Ĭustomer transitions behave slightly differently than other workflow transitions:.Select Diagram to open the diagram view.Select the pencil icon beside the workflow that has the transition you want to add to the portal.In your service project, go to Project settings > Workflows.The customer can mark their request as resolved, directly from the customer portal. You can show transitions on the customer portal so that customers can change the status of their request.įor example, say an agent shares a knowledge base article with a customer and the article solves their problem. To learn more about customizing request types, check out Setting up request types. For example, you can add a 'Common requests' group to help customers address issues like IT support. The request types are organized into groups to help customers find what they need. Jira Service Management includes several request types that address common IT help scenarios. To create and manage request types, visit Project settings > Request types. You can customize the types of requests that customers raise from the portal. Select the link View and change under the Announcement heading, to add important information (for example, working hours). Your logo will appear in notifications sent by your service project.
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