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Need to have the dropdown on the right Panel

sankalp.khare

Hello Team,

I have created a customer portal where customers can currently change the ticket priority using workflow transitions such as Ticket Priority – High, Medium, Low, Critical, and Lowest.

However, I would like to simplify this process by introducing a Priority dropdown menu on the right-hand panel of the customer portal, where customers can select their desired priority.

The key requirement is that customers should be able to change the priority after the ticket has been created, directly from the ticket details page.

The selected priority should automatically update the actual Jira Priority field without triggering any workflow transition or changing the ticket status.

Accepted answers

Christos Markoulatos -Relational-

Hi @sankalp.khare ,

@Sarah Marenchino | Devoteam covered the Forms route well, nothing to add there. Two other things.

First, don't wait for Atlassian on this one. The suggestion is JSDCLOUD-93, open since October 2013 and still "Reviewing" 13 years later. Plan around a workaround or an app.

Second, before you let customers set Priority at all, check your SLAs. If the goals are per priority, a customer picking Critical moves their own ticket onto the shorter goal. Your transitions have that problem today too. What I'd do instead:

Add a custom dropdown, say "Customer Priority", same values as Priority.
That's the field customers edit, via Sarah's form or one of the apps below.
Automation rule, trigger Field value changed on Customer Priority, action: internal comment or notify the team. An agent decides whether to change the real Priority. If you want part of it automatic, add a condition and let the rule set Priority only for Low/Medium for example.

Priority keeps driving the SLAs, status never changes, and you can drop the Change Ticket Priority transitions.

For the right-hand panel placement specifically, Forms won't get you there, so it's an app or custom code. Modify My Request and Actions for JSM both let customers edit fields after submission, but as a button plus dialog, not a panel dropdown. Trial first and confirm the status stays put. If you have a developer, the Forge module jiraServiceManagement:portalRequestDetailPanel renders in that side panel. Customers can't edit issues, so the backend calls PUT /rest/api/3/issue/{key} as the app with Edit issues permission. That endpoint ignores transitions. Validate the value server-side, the app has more access than the customer.

If you're on Data Center say so, the options change.

Hope this helps!

All comments

Sarah Marenchino | Devoteam

Hi Sankalp,

I’m an Atlassian consultant at Devoteam France. Assuming you’re using Jira Service Management Cloud, there’s no documented native setting that replaces the transition links in your screenshot with an editable Priority dropdown in the right-hand panel. Adding Priority to the request type lets customers choose it when they raise a request. Once they submit it, they can’t edit that Jira field directly from the portal.

If a dropdown elsewhere on the same request page would work, JSM Forms offers another approach. The request can already exist while a form attached to it remains open for customer edits. Here’s how I’d check whether that meets your requirement:

Check the field link first. Create a form with a single dropdown and look for Priority under Linked Jira field. If it’s available, select it and attach the form to your Report A Defect request type. Naming the dropdown “Priority” alone won’t connect it to the Jira field.
Keep the form open for edits so the customer can return to it after the request has been created. If the form has already been submitted, an agent can use Open customer edits to reopen it, provided the form hasn’t been locked for admin-only editing.
Test from the customer portal. Open an existing request, change the dropdown from Medium to High, and save the form. With the field link in place, saving the answer updates Jira’s Priority field without requiring a workflow transition or a change of status.

The dropdown would appear inside the attached form. If the right-hand panel is essential, Forms won’t give you that placement. If the main goal is for customers to change priority themselves after creation, the first thing to verify is whether Priority is available as a linked field in your form builder. Atlassian’s guide to editing Jira fields through portal forms

Christos Markoulatos -Relational-

Hi @sankalp.khare ,

@Sarah Marenchino | Devoteam covered the Forms route well, nothing to add there. Two other things.

First, don't wait for Atlassian on this one. The suggestion is JSDCLOUD-93, open since October 2013 and still "Reviewing" 13 years later. Plan around a workaround or an app.

Add a custom dropdown, say "Customer Priority", same values as Priority.
That's the field customers edit, via Sarah's form or one of the apps below.
Automation rule, trigger Field value changed on Customer Priority, action: internal comment or notify the team. An agent decides whether to change the real Priority. If you want part of it automatic, add a condition and let the rule set Priority only for Low/Medium for example.

Priority keeps driving the SLAs, status never changes, and you can drop the Change Ticket Priority transitions.

If you're on Data Center say so, the options change.

Hope this helps!

Arkadiusz Wroblewski

Hello @sankalp.khare

You can easily create a dropdown linked to the Jira Priority field and leave the form open so customers can make edits. There's already a step-by-step guide to walk you through it:

https://community.atlassian.com/forums/discussion/2138962/allow-portal-customers-to-change-the-issue-priority-using-jira-forms

Cheers,

Arek🤠🧙‍♂️

sankalp.khare

@Arkadiusz Wroblewski

With the workflow I created, customers were able to change the ticket priority multiple times whenever required.

The requirement is that customers should be able to adjust the priority based on the ticket’s current status and progress. For example, if resolving the ticket is expected to take longer, the customer may want to increase or decrease the priority (High, Medium, or Low).

However, the solution you suggested allows the customer to submit the priority only once. Even after refreshing or reopening the page, the customer is unable to change it again.

We need a solution that allows customers to update the ticket priority repeatedly after ticket creation, without requiring an agent to reopen the form each time.

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