Editing request description in a company-managed service space

[Nikki Maenen]

We use a service portal where people can submit a service request. After submitting the request, they can no longer edit the description. How can I make sure they (including users with customer-only rights) can still edit it? It’s a company-managed service space.

I’ve tried a few things with fields and screens, but the options seem limited in a company-managed service space.

[Rik de Valk]

Hi @Nikki Maenen , @Marc - Devoteam , @Raj Sehmi , 

I think we all agree that it would be a valuable feature to allow for Editing fields on the portal. 

It is already possible to make Workflow transitions available to the customer on the portal. So in my opinion it would make sense to also allow us to show fields on a workflow transition screen. 

Currently we can already assign a screen to a Customer visible transition. But all it will show on the portal, is the option for the customer to post a comment. 

Please vote for this suggestion on the Atlassian backlog to enable adding fields to these transition screens: https://jira.atlassian.com/browse/JSDCLOUD-6677 

Have a nice day! 

Rik 

[Marc - Devoteam]

Hi @Nikki Maenen 

As @Raj Sehmi mentioned, this is intended behaviour, you can start using forms, the default WoW is for the customer to add a comment.

[Raj Sehmi]

Hi Nikki!

I think this is intended behavior as per https://jira.atlassian.com/browse/JSDCLOUD-93, but looks like there is a workaround using Forms (copying below from the linked Atlassian ticket):

Workaround: Use Forms

The forms functionality available in JSM since Jan 2022 allows for Jira fields included in the form to be updated after the request is created. Learn more about forms

In summary the process works like this

Form Setup

• Build the forms under Project Settings > Forms. Learn how
• Link the form to a Request Type in the Form Builder > Settings. Learn how

Request Created

• The customer fills out the form when they create the request. When the form is submitted it also populates any linked Jira fields.
• After submitting the request, the customer can see the SUBMITTED form. As the form is submitted, the customer cannot change the contents of it.

KEY STEP: Reopen and update the form contents

• From the issue view the agent spots the mistake and chooses to REOPEN the form. Learn how
• Now that the from is OPEN the customer can edit the contents of the form from the Customer Portal.
• When the customer is done updating the form they again SUBMIT it. The form and the contents of linked Jira fields will be updated.