Edit Request

Natively in Jira only service desk agent can edit the ticket, and customers usually put their changes in comments. It can be chaotic. So give more into customer hands, and allow them to edit request.

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

The Edit Request allows making changes by customers in their requests on the Customer Portal. It is disabled by default (immediately after app installation). As a Project Administrator, you can enable this option under Project Settings. Go to Configuration to read how to set it up.

Who can edit Jira ticket and when?

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

• Reporter (selected by default)

• Request participants

• Organizations

For each field, you can put JQL to define whether the field will be editable.

Which Jira fields can be edited on the request details view?

When this feature is configured for a particular Request Type, the customer has access to the edit dialog and det up editable fields:

• Summary (which is always a required option by Jira natively)

• Description

• Priority

• Reporter

• Labels

• Due Date

• Components

• User picker custom fields

• Multi-user picker custom fields

• Text custom fields

• Single-select custom fields

• Multi-select custom fields

• Cascading-select custom fields

• Date Picker custom fields

• Date Time Picker custom fields

• Radio Buttons custom fields

• Checkboxes custom fields

• Labels custom fields

• Numbers custom fields

• Table Grid from Table Grid Next Generation app

• Status (this field has an extra configuration "Use preset values" )

• Components

The date format of the Date Picker and Date Time Picker custom fields is taken from the Jira "Look and Feel" Administration settings.

A list of fields in the configuration is based on the request form configuration. The app supports Display name and Required setting.

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.

How to edit a request?

🐾 Steps

1. Go to the request which you want to edit.

2. Click the Edit Request link on the right section.

3. Make changes, choose fields to edit.

4. Click Save.

5. The edit button will appear on the request details view.

🎉 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: