Is it possible for Customers to update custom fields via the Portal of a request after it as been created. It only seems possible for them to add a comment or attachment when reviewing their open requests
you can use transition screen on workflow action provided by plugin Service Pack for JIRA Service Desk. You need to add transition to screen and choose which fields should be on transition screen. It is very easy to configure. You can even decide which fields are required in transition. Is it what you are looking for? In this plugin there are also much more features that can make your service desk much user-friendly.
Here you can find documentation.
I hope i've helped you.
You can also refer to the documentation regarding Service Desk permissions: https://confluence.atlassian.com/display/SERVICEDESK/JIRA+Service+Desk+permissions
It explains what each role can and cannot do.
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