Is there a way to allow service desk customers to update an issue?

[Stefan Mraz]

Hi all,

Was wondering if there is a way to let external customers update specific fields on an issue once it's been created.

Scenario: external customer creates an issue through the Service Desk portal, and then we need them to update a piece of information when they receive it. Is this possible? I know you can allow customers to transition the issue themselves through the Portal, but I was hoping that you could also allow customers to edit fields in some fashion.

Thanks in advance!

[Mikael Sandberg · Accepted solution]

Hi @Stefan Mraz,

Welcome to Atlassian Community!

It cannot be done via the request form, but you can add a Form to it that allows the customer to submit and you can link the fields on that form to Jira fields.

[Stefan Mraz]

Hi @Mikael Sandberg ,

Thanks for the feedback. So is there a way to link a Jira Form to a particular issue before sending it out to collect information? Sorry, just trying to fully understand what you are proposing.

Thanks,
Stefan

[Mikael Sandberg]

Yes, that is possible. If you go into the detailed issue view you will see a button for Add form, or you can go to the Attached forms section and click on the + sign on the right (this option is only available if you have already attached a form to the request).

[Mikael Sandberg]

You can learn more about forms here, https://support.atlassian.com/jira-service-management-cloud/docs/use-forms-in-jira-service-management/

[Kate Pawlak _Appsvio_]

Hi @Stefan Mraz

You can also use our app Feature Bundle for Jira Service Management. With this app, you can use all configuration of request type which you have. In our app you have to only define which fields should be edited. What is awesome, you can define different fields depending on conditions defined using JQL, for example, different fields for different statuses.

What's more, this solution provides more features useful for customer portal, not only a possibility to edit issues by customers.

Of course, I encourage you to check also native Forms and compare what is better for your use case and current configuration.