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Want to know any workflow available for user to edit their request. after issue created

Hello All,

We have created jira service forms to receive requests from users. If anyone created issue with any mistakes that user could not correct that mistake after ticket creation before being approved by approver.

Of course those changes can be mentioned in comments by user and those information can be updated by Service now admin by looking those comments in created issue.

But if there is any workflow of having option for users to edit their submitted requested before being approved is appreciable.

If anyone know any idea please let us know.

Thanks

2 answers

0 votes
Bill DeGuire Atlassian Team Jan 06, 2023

Hi @Santhosh Sekar,

We have created jira service forms to receive requests from users. If anyone created issue with any mistakes that user could not correct that mistake after ticket creation before being approved by approver.

The users that you mention here are Service Management users with "customer" permissions, also known as Service Management Customers (unlicensed users who send requests to your service project through the portal, email, or widget), correct? As opposed to Service Management Agents (licensed users who work on customer requests).

Currently, Jira Service Management does not allow the editing of fields for portal restricted customers once the issue is created, although we have the following improvement request to consider this option in the future as well as a workaround that can be implemented that might work for your use case: Allow Editing of Fields through the Service Desk Request 

Feel free to vote and watch the suggestion to increase its priority and also receive notifications about any updates.

Additionally, I have found a few Marketplace apps that allow Service Management customers to edit the fields of their requests after they've been created:

Feature Bundle for Jira Service Management

Actions for Jira Service Management

Customer Actions for Jira 

I hope this helps! If you have any questions or require any additional assistance please let me know!

Regards,
Bill

Hi @Santhosh Sekar,

You can add a new TRANSITION like "Edit& Save" and add the fields that you want to make an edit at the particular status like at which status you want to make that Edit to the Submitted form.

 

Regards,

Surya.

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