servicedesk edit ticket by clients

[Dalil]

Hi guys,

Pretty new here so here goes.

I have mad a service project and i want to let my clients edit their tickets after they have send the ticket in.

Sometimes its neccesary that they send in more information. I rather not they send it in as a comment but really edit the ticket. 

[Kate Pawlak _Appsvio_ · Accepted solution]

Hi @Dalil

As my colleagues wrote, there is no such possibility in native JSM. The only way is using the app: Feature Bundle for Jira Service Management. Thanks to this app, developed by my team, you're able to create a dialog on the portal where you can put fields which are on the request form (to edit them) or fields which are only on the issue view (to collect more information during the process).

The use case with possibility to edit tickets is also described in our free ebook: https://www.appsvio.com/roadmap-to-success.

If you're looking for native solution, your customer can leave comment with changes which should be made in the ticket by service agent. But I'm not sure if it's the most efficient option, especially at the big scale.

[Dalil]

thanx! that looks great :D

[Joseph Chung Yin]

@Dalil -

Welcome to the community.  Unfortunately, it is not possible to allow Customers to edit his/her reported issue.  The only way that they can edit the issues will be granting them agent licenses for JSM in your env + he/she will access the issues via the project UI and not via the portal UI.

I am sure you don't want to do that because there is a license cost per agent while by default customers (users) are free.

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.

[Esteban Diaz]

Hi @Dalil , 

This is not possible with JSM out of the box ... 

Cheers, 

Esteban