Configuration

This page describe how to configure a possibility to allow Customer Actions on the Customer Portal.

For this procedure, you must be logged in as a user with the Project Administrator's permission.

More detailed configuration of Assets is available here.

After app installation, this feature is not active.

You have to configure:

• who can edit a request,

• if the internal comment will be added after each edition,

• which fields can be edited,

• when fields can be edited.

Click by yourself with an interactive demo 👇

🐾 Steps

1. Choose Projects > service project which you want to configure

2. Under Project Settings, select Customer actions

3. Press the button "Create form", to make new template of Customers Actions

4. In Availability page you can:

   1. Select request types (by default it will be enabled to all request types), but you can also choose specific type and/or filter with JQL requests;

   2. Change Access Option (by default it is set to reporter);

   3. Change displayed name (it will be name which customer will see);

   4. Limit maximum edits possible per user or per request.

5. In design page you can project screen which customer will use to edit request.

   • By default, the field added to the middle section is always editable. By putting JQL, you can define conditions when the field is visible and editable on the form. Find some examples in this section;
   • You can also add Custom Texts and Section Massages.

6. You can select if you want to add internal comment after saving form in Post Actions

7. Click Save form. If you want to remove the current changes, click Cancel.

Availability page

🎉 Result

The Customers Action links are visible on the requests. Customers are now able to make changes.

Remember that to edit the request, the customer must have access to it.

Customize comment on Issue:

1. Go to Settings > Apps

2. Search for Feature Bundle

3. Click on Configuration

4. The comment content can be configured in the global configuration (including the use of variables)

5. In Edit Request text field, add customized comment that will be added to request after editing, use variables for more personalization.

💡 JQL examples

JQL	Explanation
status = Open	The field is editable if only the request is in the Open status.
priority != Medium	If the Priority field has a value 'Medium', the field is not displayed on the Edit form = it can't be edit by the customer.
description ~ 'to do'	The field is editable if the Description contains 'to do'. It's useful if your customers are working on the request and need more time to fill the whole ticket with the necessary information. They can type 'to do' as a signal that the request is not ready to investigate by service agents.
created >= -60m	The field can be edited for 60 minutes from creating the request.

Aren't you familiar with Jira Query Language (JQL)? Read more in the official Atlassian documentation. You can also contact us via Customer Portal. We'll be happy to help!