Hi everyone, I invested quite some time in finding an option for this but so far, have not been successful. The use case is that customers want to be able to categorize their tickets in our service desk according to their own categories. They cannot always say which category a ticket belongs to when creating it in the first place. It is therefore important that the customer * can provide/edit a value for that field on an existing ticket * does not have to provide a value for the field when creating the ticket Please do not provide links to all kinds of extensions that only support read-only fields for customers - I read through many of their descriptions but read-only is not what I need. Thanks! Johanna

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Is there a way to add a user-editable custom field to service desk tickets

Johanna Ott

Hi everyone,

I invested quite some time in finding an option for this but so far, have not been successful.

The use case is that customers want to be able to categorize their tickets in our service desk according to their own categories.

They cannot always say which category a ticket belongs to when creating it in the first place.

It is therefore important that the customer

can provide/edit a value for that field on an existing ticket
does not have to provide a value for the field when creating the ticket

Please do not provide links to all kinds of extensions that only support read-only fields for customers - I read through many of their descriptions but read-only is not what I need.

Thanks! Johanna

Accepted answers

All comments

Dave Mathijs

Hi @Johanna Ott welcome to the Atlassian Community!

Why would customers want to be able to do this? Do they have so many (open) requests created that they need to organize them into categories within the portal?

How does this "category" differ from the request types name you have created?

Marc -Devoteam-

HI @Johanna Ott

You should be starting to use forms in your request on the portal.

Forms can be left open for customer edits.

See tis KB article, how-to-allow-customers-to-edit-the-jira-fields-of-their-portal-request-using-forms

Kate Pawlak _Appsvio_

Hi @Johanna Ott ,

Customers after creating request can't modify it - they can only leave comments.

If you want to add them ability to modify some fields (they don't have to be added to the request form), you can use our Feature Bundle for Jira Service Management. In the customer actions, you can define which fields and in which situation can be edited by customers.

Johanna Ott

Thanks for reaching out!

They would like to be able to categorize them according to their organisation/usage structure (which user facing component is affected, ...) which is different from how we need to categorize them for us (bugs, feature requests,...) using request types.

They often cannot tell for sure which category a question/behavior they see/... belong to when they face it first. That is then only clarified in exchange with us which is why it would need to be editable for existing tickets.

Johanna Ott

Thanks for the feedback Marc. I will try to configure it that way and reach out again in case I do run into issues.

Johanna Ott

Hi Kate, thanks for the feedback. Why do you think so given the link Marc provided and the options mentioned there ("You can choose to keep the form open so that anyone can edit and submit it after the issue is created:")

I did not test them yet but your comment sounds like you do not expect that to work. Is that correctly understood and if yes, why do you think so?

Kate Pawlak _Appsvio_

Forms is a separate feature. They have option to allow making changes in them as Marc mentioned. But if you use only request forms (configuration for request types), your customers don't have option to edit fields. So if in the past you use request forms, you have to reconfigure everything to use Forms.

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