Can customers edit tickets?

[박성민_학해_]

Can customers edit tickets they create themselves?

[Kate Pawlak _Appsvio_ · Accepted solution]

Hi @박성민_학해_ ,

If you use Forms, you can enable possibility to edit them by customers. But if you use a standard request form, there is no such possibility. You can achieve it by using our app Feature Bundle for Jira Service Management. It provides a lot of useful features for customer portal, not only possibility to edit requests.

[Dave Mathijs]

➕1 Recommended 🙂

[Dave Mathijs · Accepted solution]

Hi @박성민_학해_ 

Out of the box, they can add comments and att attachments in the portal view.

With third-party apps, they might be able to perform workflow transitions or edit values in fields.

[박성민_학해_]

Hi, Can I edit the description rather than the comment?

[Dave Mathijs]

Only a third-party app like Actions for Jira Service Management has this feature.

[Naveen Kumar_Appfire · Accepted solution]

Hi @박성민_학해_

Unfortunately, it is not possible to allow Customers to edit his/her reported issues.  They can't edit the issues in the portal UI.

The only way that they can edit the issues will be by granting the agent licenses for JSM in your environment.

[박성민_학해_]

That's too bad. So is it possible to edit the form?