Edit tickets for customer

[Mar]

How can I give the requestor to edit ticket once transition to return to customer status?

then once they resubmitted the ticket change the status to "resubmitted"?

[Marc -Devoteam- · Accepted solution]

HI @Mar

Is there a from used on the request, then in the form settings you could enable customer edit options.

If you are not using forms on requests on a portal, there are no edit options for customs, they can only comment.

Have a transition in the workflow that makes this possible, you could make this transition option available on the portal for the user to trigger or setup an automation rule to handle this based on the action taken by the user.

how-to-allow-customers-to-edit-the-jira-fields-of-their-portal-request-using-forms 

show-a-workflow-transition-in-the-portal 

[Kate Pawlak _Appsvio_]

Hi,

This is exactly how @Marc -Devoteam- described. The only option is using Forms or using 3rd party addon. I can propose our Feature Bundle. With this app you can define when and which fields can be edited (so it can be a different set that it's on the request form). If you want to discuss your use case in details, don't hesitate to book a session with our team: calendly.com.appsvio.

[Olha Yevdokymova_SaaSJet]

Hi @Mar 

Natively in JSM, customers can’t really edit a request once it’s created. The usual workaround is to let them comment and then use automation to move the ticket from Return to customer to Resubmitted when they reply. But that only works if comments are enough.

If you want customers to update structured fields instead of just commenting, you can handle this with Smart Forms for Jira.

You could create a separate “Update Request” form and configure it to update existing work item fields instead of creating a new issue. In the form settings, you map only the fields you want the customer to be able to change — for example dates, dropdowns, attachments, or specific custom fields. You don’t need to expose the whole ticket.

Then set the form to auto-attach to the work type (issue type). That way, every ticket of that type already has the form attached in the background.

After that, use automation only to control timing. When the issue transitions to Return to customer, send the requester the form’s auto-share link. Like automation can send the form link automatically. The link opens the form directly (not the issue screen), so they can update just the structured fields you allow. But form is also visible inside Jira ticket.

You can then add another automation rule: when the form is submitted and the status is Return to customer, transition the issue to Resubmitted.

That gives you a clean flow:
Return to customer → customer fills the update form → fields are updated → status moves to Resubmitted.