Configuration
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 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
Click on Settings > Projects > service project which you want to configure
Under Project Settings, select Edit Request Config
Select Request Type which you want to configure, this list also includes hidden Request Types
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
Select Event User
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 right section back
By default, the field added to the middle section is always editable. By putting JQL, you can define conditions when the field is visible on the form and editable. Find some examples in this section
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. |
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!
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