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Customer Portal


Is there a way that customers can edit issues they have raised VIA the portal, like edit fields etc?

Your help would be highly appreciated

2 answers

2 accepted

0 votes
Answer accepted

@Andile Luvuno -

Unfortunately, editing an JSM issue once it is created can only be done by users (if he/she has an agent license).  Customer can submit additional comments (after the case is created) via the portal.

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

Hello @Joseph Chung Yin 


one of our customer is able to create a ticket but then she´s not able to get to the following page where customers normally see their own created ticket/issue.

Several times I´ve checked the permissions and compared it with other projects but I couldn´t find any difference.


the following page after creating a ticket appears like this:

Could you please help me which exact permissions I need to check and/or change?
(Btw, we are on a company managed project)


Screenshot 2021-05-19 110003.png


Thank you!

0 votes
Answer accepted
Dirk Ronsmans Community Leader May 10, 2021

Hi @Andile Luvuno ,

Unfortunately they cannot. Once the issue is submitted they can only see the details and add comments/attachments.

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