You're right Taulia, the customers can't edit issues.
For more information about permissions between Agents, Customers and Collaborators, I'd advice you to take a look on the following link:
This makes NO sense. Our customers need to be able to change the priority after creation. They need to be able to set a due date after creation, they need to be able to set a screen field on transition.
While I understand you want to have as many users paying for JIRA and agent subscriptions, it is ridiculous to restrict the simple ability to edit fields after the issue is created. We waste so much time editing issues via customer comments.
I also see this is common in the Atlassian feedback systems and yet there is never any Atlassian comment or action.
So frustrating that we are going to probably move from the Atlassian service. We have over a hundred staff on Confluence, Jira and Service Desk, yet the nit picking in Service Desk is too much of a headache to outweigh the integration benefits.
Question @Marc Turner , why would you not set the priority and due date when the ticket is created?
Additionally, We have Service-Now and we cannot change the original data in the submission ticket. I think this is a best practice for ITSM is not to allow the original request to change.
you can also look at products such as Backbone that will allow you to sync issues between a service desk project and standard JIRA software project.
i tried adding service desk customers role to the edit issues permissions and it didn't work, in fact JIRA gave me an alert stating there was an error in the permissions. Does anyone have a step by step to enable service desk customers to be able to edit their own issues? I don't mind if they can edit any issue in that particular portal even.
this is pretty strange behaviour to override edit permission,
since some cases need this.
E.G.: we're having account request forms with checkboxes, dropdowns, etc.
And sometimes things need to be changed afterwards, by the requester. ;)
Could this be added please. Otherwise this feature lagg will make the product static as hell and not as proclaimed agile.
If you spend enough time as a Jira admin - whether you are managing a single, mid-sized instance, a large enterprise one or juggling multiple instances at once - you will eventually find yourself in ...
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