Let customers change the status
A form can change the status of a request in two ways:
- Status field: the customer picks a transition, or the form always performs a fixed one.
- Workflow transitions mode: the form is available only while a chosen transition is possible, and saving the form performs it.
Use these options for cases such as escalating, closing, or reopening a request.
Before you start
- You are both an administrator of the service space and a service desk agent in it.
- You have a form. See Create a form.
Steps
- Go to Space settings > Apps > Feature Bundle > Customer Actions and open the form.
- Open the Design tab, select Select object to add, and then select Field.
- In the Select field type dialog, select Status and select Add field.
- Expand the card of the field and choose how the field works:
- Allow any status change: the default. The customer picks a transition.
- Select possible statuses: the customer picks only transitions that lead to the statuses you select in Select status. You can select several.
- Use preset value and hide this field from portal: the customer doesn’t see the field. When the customer saves the form, the form performs the transition to the status you select. If there is no such transition, nothing happens.
- Optionally, set JQL, Required, and Display as read-only field, as for other fields. See Create a form.
- Select Save form.
- Go to Space settings > Apps > Feature Bundle > Customer Actions and open the form.
- On the Availability tab, in Availability, choose Workflow transitions and select the transition. For the details, see Create a form.
- Open the Design tab. Feature Bundle has added a locked Status field marked “Added automatically from Workflow transition”. It shows the target status of the transition. You can’t edit or remove it, and it disappears when you choose another availability mode.
- Optionally, add other objects. The locked field counts as the required Field object, so a form can consist only of this field. The customer then sees only Save and Cancel.
- Select Save form.
Result
- Status field: the drop-down in the dialog lists the transitions that are possible for the request now and that Feature Bundle can perform. Each shows the name of the transition and the target status. The list loads when the customer opens the drop-down, and the chosen transition is performed when the customer saves the form.
- Workflow transition: the link of the form shows only while the transition is possible for the request and the request type still uses its workflow. Saving the form performs the configured transition, whatever the customer chooses in the dialog.
Transitions run as the app
Feature Bundle performs transitions in the name of the app. It doesn’t show the screens of a transition or its required fields to the customer. A transition whose conditions don’t allow the app isn’t offered.