Can requesters update their ticket form in JSM?

Lindsey Jensen

Hello - our company uses JSM portals to collect customer support requests. When a requester logs in, they can see their open tickets. We would like to know if there is a setting that will allow the requester to edit the original request form - and change their answers. Does anyone know if this is possible?

Thank you in advance!! 

Riley Venable

Yes, it is possible. If you are an admin, you can add a form to a request type's request form which will appear for customers when they raise a request from the portal. Once a form is submitted, it can be reopened for customers to return and update after a request is raised. Learn how to add a form to a request type here: https://support.atlassian.com/jira-service-management-cloud/docs/add-a-form-to-the-portal-form-for-a-request-type/