In our service portal, some actions are limited by how Jira Service Management works:
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Tickets cannot be assigned to customer/partner users. They are always assigned to support agents from our support team.
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Customer/partner also cannot directly change the workflow status of a ticket (for example, you can’t set it yourself to “In Progress” or “New”).
To still give you control over your request, we provide simple actions (transitions) in the portal, such as “To 2nd Level Provider”, “To Customer”, or similar options.
When you click these actions, the ticket status is updated in the background by the system, and our support team is notified if needed.
Here an explanation, how portal users do address issue to several parties.
Adresse/assign a ticket back to Censhare:
Simply add a comment.
Adresse/assign a ticket to the Customer:
<content will follow soon>
Adresse/assign a ticket to a Partner:
<content will follow soon>