Showing results for 
Search instead for 
Did you mean: 
Sign up Log in

Earn badges and make progress

You're on your way to the next level! Join the Kudos program to earn points and save your progress.

Deleted user Avatar
Deleted user

Level 1: Seed

25 / 150 points

Next: Root


1 badge earned


Participate in fun challenges

Challenges come and go, but your rewards stay with you. Do more to earn more!


Gift kudos to your peers

What goes around comes around! Share the love by gifting kudos to your peers.


Rise up in the ranks

Keep earning points to reach the top of the leaderboard. It resets every quarter so you always have a chance!


Come for the products,
stay for the community

The Atlassian Community can help you and your team get more value out of Atlassian products and practices.

Atlassian Community about banner
Community Members
Community Events
Community Groups

Customer Permissions to edit a form in the Admin View

So we have a form attached to a project, and I am trying to see if a customer can edit the form from the 'admin' view. Currently if a customer goes to their portal and accesses a ticket, they can edit the form. However if they go into the admin view of that ticket, they cannot. I have found privileges that allow a customer to make comments on tickets in the admin view, but not to edit forms.


I am hoping it is a permissions issue, rather than atlassian changing permissions depending on views. Anyone have any ideas or pointers?


Also I am not sure on the technical name for these views other than what I listed above, so any help there would be appreciated too. 

1 answer

0 votes

@robert cortez -

When you referring to "a form attached to a project" - Are you stating that the form is created using FORMs component associated with the project (i.e. one who uses the project UI (not portal UI) and access Project settings >> Forms? + what do you mean by editing?


If so, then it is not possible for customers to be able to have the ability to change the form's configurations.

Please advise more, so we can better addressing your asks.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.

Its a form that we made for a project, that gets attached to issues when they are created. so the form is imbedded in the ticket for the customers to fill out. 


in admin view (again im not sure if thats the proper term for it, but its the view I see as an admin) if the customer looks at an issue in this view, this is what they see. and the problem with this is we are using a dashboard for customers to view the tickets related to their sites, and if they click any of the info on the widget it takes them to this view. so we are looking at hopefully allowing customers to edit in this view instead of just from the customer portal, otherwise we may have to license them. at one point I changed permissions so customers could leave comments in the admin view on a ticket, so wondering if this is something similar.



in the customer view, they are able to edit/save the form attached to the issue.


@Joseph Chung Yin does this clarify some of the points you were curious about? Please let me know. 

@robert cortez -

Changing the actual configuration for the FORM requires a full agent license + he/she must also be the project administrators by default.  Customer of your JSM projects are not allow to change the configuration.

Hope this makes sense.

Best, Joseph

@Joseph Chung Yin 

We dont need customers to change the configuration of the form, we just need them to fill it out and save it. As shown above though, depending on the view, they may not be able to edit the form. The top view is if they arrived at the ticket via the dashboard, and the bottom is if they arrived at the ticket via customer portal. I want them to be able to edit the form in either view. 

@robert cortez -

Thanks for your update.  Give this a try by changing the FORM's settings - Enable form to be open to allow editing after it is submitted.


Also, you need to ensure that the form is not locked by disabling the "Lock form so that only project admins can reopen it" option.

Here is a reference link on this functionality -

Hope this helps.

Best, Joseph

@Joseph Chung Yin 


yes this option is currently checked and enabled for this form. I am wondering if there is a permission I can change in the project permission settings that will allow this. If I check 'any logged in user' for "administer projects' they are able to edit the form in the admin view, but that is not something we want. 


Its frustrating that there are permissions in the project permissions, that will allow users to manipulate almost every aspect, aside from forms, in this area. 

@robert cortez -

It seems this is a current limitation with the product.  After further analysis, the current workaround is for agents to reopen the form, and then customers will be able to edit his/her request's form content.  

Granting elevated project permission is not the solution.  Here is the long outstanding enhancement Atlassian case which you can add yourself as a watcher for update -

Best, Joseph

Suggest an answer

Log in or Sign up to answer
Site Admin

Atlassian Community Events