Configuration

Read how to set up edit request feature for Jira Service Management.

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

❗️ 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.

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

💡 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.

You don't use 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!