Show a workflow transition in the portal

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:

  1. From your service desk project, select Project settings () > Workflows.

  2. Click next to the workflow you want to show a transition for.

  3. Select Diagram to open the diagram view.

  4. Make sure Show transition labels is selected.

  5. Select a transition in the workflow.

  6. Select Show transition on the customer portal.

Customers with access to your service desk can transition requests in the 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.

Are you on the right help page?

If the image in the lower-left of your service desk sidebar states you're in a next-gen project, check out these next-gen project articles instead.

Learn more about the difference between classic and next-gen projects.

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