External User Job - No Option to Mark the Job as Complete

Edwin Hernandez

February 27, 2026 23:17

Zendesk Ticket: https://ungerboeck.zendesk.com/agent/tickets/381905

Account: FIFA

Articles used in your research:

https://wetracksupportcenter.ungerboeck.com/hc/en-us/articles/38282815685783-Share-Jobs-and-Incidents-with-External-Users

Issue Summary

• Description: The client reports that in the February release, external users are able to update the jobs assigned to them but do not have the option to mark a job as Complete. The client expects external users to have this capability.
• Business Impact: This prevents external users from marking a job as Complete, which the client believes should be available.

Environment Details

• Site URL: https://supportteam.wetrack.com/
• Affected User Name: Rahul Jagtap
• Affected User Email: rahul.jagtap@fifa.org
• Please see the attached recording with recreation steps: ExternalUsersWeTrack.mp4

Reproduction Steps

1. Log into: : https://supportteam.wetrack.com/  >> Login: edwin.hernandez@gomomentus.com/mysupportuserpw
2. Navigate to Profile > Settings > Employees and Departments > Employees, then open the External Users tab.
3. Click Add, enter first name, last name, and email, and save to create a new external user.
4. Go to Control > Job List, create a new job, and assign it to the newly created external user.
5. The external user receives an email notification with a secure link
6. Open the link, complete authentication, and access the job.
7. Observe that the external user can complete checklist items, but there is no option to mark the job as Complete. Only New and In Progress statuses are available. See screenshot
8. When viewing the same job with a full login, the Complete Job option appears once the checklist is finished. See screenshot 

Verification

• Reproduced on: Both, the customer provided a screenshot from the customer site. I am testing using the local sandbox
• Notes: My goal is to confirm with the Product team if this is working as designed or a code issue before communicating this to the client.

Behavior Description

• Actual Outcome: External users cannot mark jobs as Complete.
• Expected Outcome: External users should be able to mark the job as Complete. The article does not explicitly state the expected.

Supporting Evidence

• Video: ExternalUsersWeTrack.mp4
• Screenshots: 

Tags: Jonathan Schmidt Cathy Herrick Vernica Lodha 

• 

  Vernica Lodha

  March 02, 2026 07:58

  This is as per design. Being an external user (which can at times be volunteers), we do not want to give controls of changing the job status to them. Instead, when all “required” checks are completed, the owner of the job receives an email to say all required checks are completed and they could review the job now. The expectation is that the owner, not the external user, handles the job statuses.
  This is also mentioned in the knowledge articles published on the matter. 
  
  Edwin Hernandez  Jonathan Schmidt  Cathy Herrick 
• 

  Linda Moyer

  March 02, 2026 14:30 Edited

  I've updated the article to state this more explicitly. Please let me know if this is clear enough!

  
• 

  Edwin Hernandez

  March 02, 2026 15:01

  Hi Vernica Lodha and @... – Thank you for reviewing this case. I will follow up with the client. Thanks!

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