Customer Actions

Create a self-service service desk portal and allow your customers to edit fields in their Jira tickets.

Watch a quick instructional video on how to configure the Customer Actions feature 🎥

This feature resolves Allow Editing of Fields through the Service Desk Request.

The Customer Actions allows customers to make changes in their requests on the Customer Portal. It is made using forms designed to edit specific fields. Go to Configuration to read how to configure it.

Who, where and when can edit fields?

With Customer Actions you can define which requests types will have an option to be edited.

You can choose in the configuration who can edit fields on the Customer Portal:

• Reporter (selected by default)

• Request participants

• Organizations

Then you can change name of Customer Action that will be displayed on Customers Portal.

You can also define a maximum number of edits. It can be only one or even one hundred.

Availability page

Customer Actions form - choose editable fields on the customer portal

It's you who decides which fields customers can edit. Use Design to add fields to the edit form.

For each field, you can put JQL filters to define whether the field will be editable. Also you can make your form more customizable, with dividers, custom texts and Section messages.

The list of supported fields is here.

Design page

Do you need support for more system and custom fields? Let us know via our Customer Portal. We plan to add support for other fields depending on the interest.

Status field in edit form – automatically change the status of the request

The status field is supported in the edit form. Define conditions in which requests with statuses are editable (with JQL) and change status automatically after editing the ticket by customers. This can be used in escalation, i.e.

How to edit a request – request details view on the service desk portal

🐾 Steps

1. Go to the request that you want to edit

2. Click the proper Customer Actions link on the right section

3. The Customer Actions dialogue appears.

4. Make changes

5. Click Save

Select proper Customer action

Change whatever you want and save

🎉 Result

All changes have been saved.

For Jira users who have access to the issue, a change is visible in the History tab:

If you select the checkbox to enable adding an internal comment after each edit operation, Jira users see an internal comment on the issue: