Is there a way to save a draft of a service ticket?

[Deleted user]

I'm talking about in Jira Service Management -- for example below is one of the forms we use -- is there a way I as an admin can allow users to save drafts of these tickets?

[Mikael Sandberg · Accepted solution]

The short answer is no, you cannot save a draft per say.

You can work around it by using a draft status and reduce the required fields to minimum when you create a request, and then when ready to "submit" it have more fields required when moving to the next status. Your other option if you want customers to save a draft is to use Forms and leave the form open after the user submits it, so they can come back and fill out more information later.

[Kate Pawlak _Appsvio_ · Accepted solution]

Hi @[deleted] ,

There is no such feature in JSM.

You can achieve it using the app developed by my team called Feature Bundle for Jira Service Management. One feature of this app is the possibility to edit requests. In your case, you have to create the status "draft" in Jira, to which the request will be moved after creation. In the Edit request configuration, you define which fields can be editable by the customer (they can be different than on the request form - it depends on your setup). After the edition, the ticket can be immediately moved to another status, for example, "waiting for support". You can also add a transition "ready for support" on the workflow and in the app configuration define that the Edit request is no longer available (you can define the availability of this link using JQL).

If you need any assistance with the configuration of this app, book a demo with us: calendly.com/appsvio

Best regards,

Kate

Chief Product Officer & Co-founder @Appsvio | Atlassian Community Leader

[Joseph Chung Yin · Accepted solution]

@[deleted] -

In addition to the points that @Mikael Sandberg provided, if you choose the "status" option via WF customization, then please note that the ticket (issue) is already created.  Afterward, you can exposed the status move from draft to "submit" to allow the customer to change the status inside the portal UI.  However, customers may not be able to fill out additional fields.  Once the issue is created via the portal UI, customers can only add comments to the issues.

As an agent via the project UI (issue view) when moving the issue status, they can populate the needed additional fields based on customer's response "comments".

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.