Hi @Rob ,
You can vote on the issue mentioned by Ivan, but as you can see on this issue and others in the jira.atlassian.com it can be a long time to wait.
So in this situation, I see three ways:
- Customers can put a comment that want to change a Priority and the service agent can do it on the issue.
- You can add a possibility to escalate a ticket by customer (on the workflow) what is the sign for agents that ticket is really urgent.
- You can try our app Feature Bundle for Jira Service Management which has got a feature called Edit request. The simple configuration is available under service project settings.
Hey @Rob, the short answer is that customers cannot change fields in the customer portal. You will need an app to achieve it. A long-time suggestion is opened in the Atlassian public tracker, JSDCLOUD-93, where you can vote on and add yourself as a watcher to receive notifications from now on. I'm sure others will chime in with their suggestions around apps or alternative ways you can get that done.
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