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how to assign the form get editable after ticket raise without going manually edit option

Abilash

how to assign the form get editable after ticket raise without going manually edit option and in the form if we selected yes option then show the attachment option,if NO it should hide ,this form is attached to work item view tab to work with agent.
please let me know any solution.

Accepted answers

Marc -Devoteam-

Hi @Abilash

In the form configuration, disable the Lock option and make sure the option "Keep form open for edits" is enabled.

All comments

Marc -Devoteam-

Hi @Abilash

In the form configuration, disable the Lock option and make sure the option "Keep form open for edits" is enabled.

Ash H.

Hi @Abilash

I think Marc has you covered, but in case it's helpful:

It sounds like you're looking for a way to make a form or specific fields editable after a request has been raised in Jira Service Management without requiring an agent to manually click the edit option every time. In the standard Jira Service Management setup, once a customer submits a request through the portal, the fields are generally "locked" from the customer's perspective unless they are specifically configured to be editable. One native way to handle this is by using the "Request Participants" or "Approvers" fields, or by configuring the workflow to include a transition that allows the user to provide more information. You can also look into using Jira Service Management "Forms" (formerly ProForma), which allows you to reopen a form for a customer to edit even after the initial submission, provided the agent triggers the "Reopen" action on that specific form within the issue.

If you're looking to automate this process or handle more complex field updates during the workflow, Jira Misc Workflow Extensions (JMWE) can be a great help. Based on the public documentation, JMWE allows you to automate field updates and transitions based on specific events or conditions. For your use case, you could potentially use a JMWE post-function to automatically update field values or even trigger transitions that move the issue into a state where fields become editable based on certain criteria. This helps remove the manual overhead of clicking "Edit" for every ticket. JMWE is particularly strong at handling these types of event-based automations, allowing you to ensure that the right information is captured at the right time without manual intervention from your team.

Best wishes,
Ash from Appfire's Expert Services

Abilash

Hi @Marc -Devoteam- ,thanks for response ,according to my automation rule in workflow when inprogress status then form will visible to agent in work item view tab,but when i tried that edit option the form is not appearing in work item view .

let me know other one solution that when selected YES in checklist form field the attachment option should show,when NO it should hide.

Marc -Devoteam-

Hi @Abilash

It's not checklist fiedl.

Editing open or closed based on the form is on the form setting in the JSM space.

Edit the form in the JSM space, you will see an option "configuration", this has no relation to status of a work item in the workflow.

Can you show screenshots?

Abilash

image (27).png image (28).png

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