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Can you allow issues to be EDITED by a Customer?

Hi all

Our Customers would like to edit the description of the issue, or perhaps add a new screenshot in the attachments section.

So the question is:  Is it possible to enable "edit" permissions for Customers?  I've tried assigning the "edit issue" permission to a Customer only group but it does not work at the moment.

What is the solution for this requirement?


Thank you for your answers

1 answer

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Liam Green Community Leader Oct 07, 2020

Hi @Marco Vaca 

Welcome to the community!

Is there a reason you would want them to edit the description rather than just add a comment?

In terms of adding a screenshot, for example, I would certainly suggest that is best done by adding a comment.

Regards, Liam

Thanks for the welcome Liam

Our customers would like to edit descriptions as sometimes they gain more insight on the problem after posting the initial ticket.

User preference mostly.  Is it possible with the current version of JSD?

Liam Green Community Leader Oct 07, 2020

Hi Marco

This isn't possible in the current JSD without assigning a licence to the customer, effectively making them an agent.  The 'edit' permissions you discuss in your question are overridden by the fact that the customer is not an agent.

I think the best option currently would be for the customer to add a comment, and then if the agent wishes they can amend the description

Thanks for the clear answer Liam.

Do you think this will be implemented on a future version?  Or is it the expected behavior of the service desk?

Liam Green Community Leader Oct 07, 2020

Hi Marco

I'm not sure if it would be implemented, but there is a feature request you can vote on and watch:

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