Edit Request
Create a self-service service desk portal and allow you customers to edit their Jira tickets. People make mistakes, so make room for adjustments.
Watch a quick instructional video on how to configure the edit request feature 🎥
This feature resolves Allow Editing of Fields through the Service Desk Request.
The Edit Request allows customers to make changes 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 configure it.
Who can edit fields 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.
You can also define a maximum number of edits. It can be 1 edit or 100.
Edit request form - choose editable fields on the customer portal
It's you who decides which fields customers can edit. Use drag and drop to add fields to the edit form.
To show fields in "Available fields," assign them to the selected Request type screens. Please remember that fields must be assigned to the project schemes and supported by our app. The list of supported fields is here.
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
Go to the request that you want to edit
Click the Edit Request link on the right section
The edit request dialogue appears.
Make changes
Click 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:
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