Portal User

[Michael Ruhdorfer]

Hello,

I just want to know how it is possible to change for example the decscription in the portal. I only can see the tickets but a customer wants to change a field after the creation. 
kind regards

[Valerie Knapp · Accepted solution]

Hi @Michael Ruhdorfer , thanks for your post.

I understand you are asking if it would be possible for a portal user / reporter of a JSM ticket to modify the fields they filled in the request form after the ticket is submitted. 

Please can you explain why they would need to do this? Typically, customers can only comment on tickets once they are opened. Do you mean that they need to correct something? I think, without an app to allow the customer to have more permission, you would need the customer to write a comment asking the agent to update the fields from the form, like the description.

Can you clarify please if I have understood what you are requesting?

Cheers

[Marc - Devoteam · Accepted solution]

Hi @Michael Ruhdorfer 

I agree with @Valerie Knapp

There is an option to do this, you would need to start using Forms in your requests forms can be left open and editable for the portal user.

In my opinion, this is not a best practice, this as an agent could be working on an issue and then a customer could change a request and the agents work could be rendered useless.

What would be your use case in this requirement?

[Michael Ruhdorfer · Accepted solution]

Hi everyone,

thanks for your information and answers.

[John Funk · Accepted solution]

Hi Michael,

There is an open feature request for this that you probably want to vote for and follow:

https://jira.atlassian.com/browse/JSDCLOUD-93

Otherwise, the user will just need to put in a comment, then you as an agent can update the description they post in the Comment.