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Keep form open so that anyone can edit and submit it after the issue is created ,only works once for

Hi I have a form and it is set up for "Keep form open so that anyone can edit and submit it after the issue is created". The user creates the request filling in the form which has mandatory fields and some fields linked to JIRA fields. At this point the issue is just newly created and in the first status of the workflow. The creator then edits the form again and this works. After this the edit button disappears ? Is this bug ? Looks like you only get one chance to edit it ?

On the agent side you can keep editing the form no problem.

1 answer

1 accepted

2 votes
Answer accepted
Brant Schroeder Community Leader Apr 05, 2022

@Rik Fisk That is not a bug.  Once the form has been edited then an agent or admin (depending on the settings) would have to reopen the form for the reporter to answer it again.  If an agent reopens the form and wants the reporter to edit it they can just close it without saving it.  This prevents information being changed and the support team missing it.  At some point I would think you would want to freeze the content of the form so you can work the issue.  I know that it can be a little confusing when I first started using it I had to play around to figure a couple of things out.  Let me know if you have any additional questions.

yes but thats not what this setting says ? Its says so anyone can edit it ? or am I missing something

Brant Schroeder Community Leader Apr 06, 2022

Anyone can edit one time.  Then it needs to be reopened.  I agree it is a little confusing but that is how it works.

thanks ! at least there is an option to re-open it.

Like Brant Schroeder likes this

hi @Brant Schroeder   I have an issue, where my team does not to have the ability to re-open the form.  I am the only one that can re-open it and when I re-open it no one else can edit it.  I checked and their settings in the jira project is the same as mine.  


In the settings I have the form set up as Submit but do not lock the form.  Is there another setting that I should use to allow others to re-open the form?

Like robert cortez likes this

My project has a form that needs to be updated as certain processes happen at certain stages, and we have to reopen the form to be edited at least once through the progression of the issue. We haven't launched this project/form yet, but this is a major red flag for it. Hoping to get a better solution for this

Like Jean Francois Gelinas likes this

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