Can service desk customer edit his request after submitting the request ?

[Karthik Mohan]

I would like to know whether a service desk customer can edit the request after submission or ticket creation

[Deleted user]

Hi @Karthik Mohan,

JIRA Service Desk Overrides JIRA's edit permission, you need to have an Agent License and a member of the Service desk Team in order to edit issues. 

If you use the permission helper, it will show you the conditions needed to edit the issues. 

Here is link editing & collaborating on issues.

Regards,

Gangavath Kishore Kumar

[Leo Prakash_CodeForMe_]

Hi @Karthik Mohan

I know its very old post. but just in case if you are still interested in solution for this problem

I would suggest you to take a look at our plugin: Extended JSM Portal - PRO | Atlassian Marketplace

We provide option to render more fields on customer portal, such as SLA, linked issues and more. And also you can configure which fields can be editable

More importantly you can restrict who can edit the request and all these configurations are per request type basis. 

We would love to hear your feedback

Regards,

Leo

CodeForMe

[Alexey Dorofeyev]

No, they can't. But you can try to make workaround using automation and scripted postfunctions.

[Karthik Mohan]

can you please elaborate on this.

[Alexey Dorofeyev]

For example, you can create automated workflow transition on customer comment with a post-function which copies comment text into some issue field, or append it to issue description.

[Karthik Mohan]

ok, I got it. But with when we do like this we are always focused on a single filed. Whatever the information the user provides it will be added to a particular filed rather than a more respective field right...