You can show transitions in the portal so customers can transition requests themselves.
You must be a project administrator to show a workflow transition in the portal.
To add a transition to the portal, you edit an existing transition in the workflow:
From your service desk project, select Project settings () > Workflows.
Click next to the workflow you want to show a transition for.
Select Diagram to open the diagram view.
Make sure Show transition labels is selected.
Select a transition in the workflow.
Select Show transition on the customer portal.
Customer transitions in the portal behave differently than other workflow transitions:
Screens don't display in the customer portal. You can set a resolution for issues that are transitioned in the portal.
Transitioning an issue from the portal ignores validators for the transition.
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