Amending template once ticket has been submitted

Question

Hi there,

I am fairly new to JIRA and wanted to ask a question regarding the templates.

I submitted a ticket and received a notification that the ticket has been submitted. With that being said, I like how the customer has the power to Escalate, Resolve this issue & cancel request in the window attached...

Would you know where I can add something similar for one of my templates?

Thanks

Nic Brough -Adaptavist- · Answer

Yes, that's nothing to do with "templates", it's workflow functions.   You should set your workflow to allow the customers the transitions that you want them to.

Devinder Gandhi · Answer

Hi Nic,

Many thanks for getting back to me.

With regard to template, the picture attached shows a ticket submitted via the Jira Service Desk.

As you can see on the right hand side (circled in blue), the customer has an option to "cancel request" & "resolve this issue"

This appears on the final screen once the ticket has been received and a number has been issued to the customer.

I believe this might be in workflow, but just wanted to double check.

Nic Brough -Adaptavist- · Answer

What do you mean by "template"?

If you mean the actions that are available on a request, then you need to look to the workflow, and allowing workflow actions for customers.