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

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

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:

❗️ After app installation, this feature is not active. You have to set it up in three simple steps.

1️⃣ Choose who and where can edit the request.

2️⃣ Edit the form with editable fields with drag and drop.

3️⃣ Save changes.

Now let's dive into details 👀

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.

🐾 Steps

1. Click on Settings > Projects > service project which you want to configure

2. Under Project Settings, select Edit Request Config

3. Select Request Type that you want to configure. This list also includes hidden Request Types.

4. Define who can edit a request:

   • Reporter - someone who created a request; (By default this option is chosen.)

   • Request Participants - people with whom the request is shared.

   • Organizations - people from organizations with which the request is shared.

5. Select Event User ( it is needed to change the status and edit the Labels field; it is a Jira user.)

6. In Settings section you can narrow down how many times the request can be edited and define condition when the request can be edited (with JQL).

7. Use drag and drop to move fields from the right to the middle section. These fields will be displayed on the edit form. If you want to remove the field from the edit form, move the field to the correct section back.

8. 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.

9. Click Save changes. If you want to remove the current changes, click Discard

🎉 Result

The Edit Request link is visible on the requests. Customers are now able to make changes.

💡 JQL examples