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My service desk customers can't edit and change status in issues


I have just started to learn functions of Jira Service Desk (Cloud, free trial).

During testing I reveal that service desk customers can't edit and change status in own issues.

And I don't understand - is it normal or not.

According to this article customer does not have to have this permission:

But according to this: - "Service Desk Customer - Portal Access" has such permissions. And in my JIRA Service Desk project has the same settings.

1) Does anybody know the truth? ) 

2) How can I give SD-customers rights to edit own issues and to change statuses?

4 answers

Hey @vitlobanov 

You can use the Feature Bundle app to allow customers to edit requests with the status change. Please keep in mind this is a commercial app and I'm from the vendor team. 


To enable edit, go to JSM project settings and find the Edit Request page. The next step is to choose what fields should be editable by customers. On that page, you can also select the target status of the edited request. 

Feel free to book a Zoom call with our team in case of any questions.  


While I was using Jira Service Desk Cloud - (classic project) customers could change the status of their requests in the portal.  There were buttons under the status with the name of the transition that was set to "show in customer portal" and we allowed them to change status to Escalated or "Back to Work In Progress" if an agent closed a request prematurely.

I just changed to using the nextgen project type for the Service Desk and the workflows are not the same.  If I leave the Transition permission rules blank, only agents can change the transition.  Kind of makes sense.  I thought I had it fixed by adding a rule to the transition to allow the requestor to change, but in the portal they still only see status with no options to change.

In this example I have a transition to go from Completed back to In Progress, but not showing:


Here is where I set the transition rule:


0 votes
Jack Brickey Community Leader Feb 03, 2020

You need to check the “show transition in customer portal” on each transition that you wish to expose. This applies to each workflow as well, assuming you have more than one.

Hello, @Jack Brickey ! As I wrote above - I found this option and use it to give to customers to change status. But there are another problems yet - no edit issue (request), no edit own comment, no add attachment.

Hi @vitlobanov ,

I have the same issue.

Even though the permission scheme has the option to "Edit Own Comments" for the Service desk customer - portal access, the customers cannot do it.

This should be fixed asap.

Best regards,


And I found that

- question №3 - is almost the same like mine. And from Feb 2019 ther is no useful answer / solution...

Hi @vitlobanov 

When a customer raises a service request the status is set to waiting on support...this is automatic. 

If no action is taken by the service desk agents the customer can change the status to escalate. 

The customer can also change the status to resolved or cancelled.

All other statuses are controlled by the Jira service desk workflow. 

And this is normal for Jira service desk. 



Hello, @Mike Bowen !

I changed a workflow on mine. And currently I have found "Show transition in the customer portal" in workflow editor. After I turned it on in some transitions customers get ability to change status.

But no more - no edit issue (request), no edit own comment, no add attachment.

Hi @vitlobanov 

Why don't you post a screenshot of your workflow... alternatively you could revert (to a previous workflow, that is if you took a backup). 



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