Is possible for a customer to change the priority of a ticket once it has been created?

[Rob]

Can a customer change the priority of ticket after it has been created?

[Ivan Lima · Accepted solution]

Hey @Rob, the short answer is that customers cannot change fields in the customer portal. You will need an app to achieve it. A long-time suggestion is opened in the Atlassian public tracker, JSDCLOUD-93, where you can vote on and add yourself as a watcher to receive notifications from now on. I'm sure others will chime in with their suggestions around apps or alternative ways you can get that done.

Cheers.

[Rob]

Thank you Ivan

[Kate Pawlak _Appsvio_]

Hi @Rob ,

You can vote on the issue mentioned by Ivan, but as you can see on this issue and others in the jira.atlassian.com it can be a long time to wait.

So in this situation, I see three ways:

- Customers can put a comment that want to change a Priority and the service agent can do it on the issue.

- You can add a possibility to escalate a ticket by customer (on the workflow) what is the sign for agents that ticket is really urgent.

- You can try our app Feature Bundle for Jira Service Management which has got a feature called Edit request. The simple configuration is available under service project settings.

[Tom Hawkins]

https://community.atlassian.com/t5/Jira-Service-Management-articles/Allow-portal-customers-to-change-the-issue-Priority-using-Jira/ba-p/2138962 has a Forms based workaround which you may find more desirable than a paid for app FYI, posting for info since I found both this page and that page in same search.