In JSM, is there a way the reporter can update the Summary field after the ticket is submitted?

[Gabriel Santos]

We would like to allow the submitted to update the Summary field only after the JSM ticket is submitted.

Is there a way to allow this in JSM?

[Joseph Chung Yin · Accepted solution]

@Gabriel Santos -

Hi Gabriel:

Are you asking where a customer (reporter of the issue via the portal UI)?  If so, unfortunately in JSM (out of the box), by default - editing an issue after it is created would required an agent license (this including updating the Summary field) and it is not via the portal UI.

You will need an add-on to support your need to allow customers to edit the issue via the portal UI.  This may be an option (add-on) that you can look into https://marketplace.atlassian.com/apps/1218221/feature-bundle-for-jira-service-management?hosting=cloud&tab=overview

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

[Kate Pawlak _Appsvio_]

Hi @Gabriel Santos , @Joseph Chung Yin 

Exactly, there is no such functionality available natively. I'm from the Appsvio team who develop the Feature Bundle for Jira Service Management app mentioned by @Joseph Chung Yin. In our app, you can configure which fields, when, and by whom can be edited on the customer portal. This app is free for up to 10 users.

In case of any questions, feel free to book a demo session with us: calendly.com/appsvio

Best regards,

Kate

Chief Product Officer & Co-founder @Appsvio | Atlassian Community Leader

[Tanya B. · Accepted solution]

After submissions, without customer plugins, there is no way for a customer to edit submitted fields.  Agent access would be required to make that change from within the Jira project directly.