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Change Priority of a ticket after it has been raised

Customer cannot change priority of the ticket after the ticket has been raised.

2 answers

1 vote
Alex Koxaras Community Leader Sep 01, 2022

Hi @Varsha Mungale 

Yes, a customer can't change the priority or any other field after the request is raised. 

Alex Koxaras Community Leader Sep 01, 2022

However you can create a form and associate it with a specific request type.

After done this, then check the form's settings that anyone can reopen a form.

You can then reopen the form from the agent's view and then the customer will be able to edit the forms' fields.

Alex Koxaras Community Leader Sep 01, 2022

edit priority.png

Do you mean on the request or the issue?  (Ticket is an unhelpful word in Jira)

To be clear, a Request is what a customer raises in the service desk.  It's the item you use to communicate with them.  Jira creates an Issue as the back-end to it, and the issue is what your Agents work with.

To change the priority on the issue, an Agent can simply edit it.

Customers don't get to see the issues, so they can't edit them.  

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