Can customer change the urgency of the ticket in the customer portal, once he raised

[Rag]

After raising a ticket in the customer portal, can the customer change the urgency of the ticket.

If this is not possible what is the other way ? is making a comment ?

[Muhammad Ramzan(Atlassian Certified Master) · Accepted solution]

Hi @Rag ,

Welcome to Atlassian community. 

Regarding your question, Unfortunately its not possible for customers to edit their request once its submitted.

There are multiple workarounds 

• You can use a third party app which allows to edit the request on portal
• Let customer add a comment to change the urgency and you can captures the comments through automation and update accordingly(little tricky)
• Third way is, Add global Jira status in workflow and share them with customer, once use click on that status change the priority thought automation and move back the ticket to previous status, it might be a bad idea but just sharing as an option.

[Rag]

Hi @Muhammad Ramzan(Atlassian Certified Master) 

Thanks for your prompt response.

You have mentioned a third party Addon. please name me and is it for Cloud Version ?

[Muhammad Ramzan(Atlassian Certified Master)]

@Rag , please try this plugin, they are claiming customer can edit the request from portal.

Following text I copied from another thread

You can edit your requests on the Customer Portal using Actions for Jira Service Desk. You should add transition Edit to the workflow and in our configuration define which fields do you want to display and allow to edit.

https://community.atlassian.com/t5/Jira-questions/Can-Jira-Service-Desk-customer-edit-delete-their-request/qaq-p/594677