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Need Help to edit Customer Portal and add Approval in tickets



I am new to Jira and trying to learn, currently we are using on prem self hosted Jira Project Management Software (v8.5.3)

I want to do these things but not able to figure out from where to do it

1.) This Customer Portal Form where user raises ticket I want to edit it and made changes, where these changes can be made as Jira Administrator user





2) I want to add approval to tickets category, for eg. they get approved by Higher Management than can be only in status "To DO"


I have checked couple of videos on YouTube and gone through articles, search on Atlassian also, but not able to figure out correct path. Any link to some tutorial or any help will be appreciated.





1 answer

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1 vote
Answer accepted

Hi @Ankit Jain 

First of all you need to be Jira Administrator to make these changes.

1. Changes to the Request Form and Request Groups can be done within your JSM project (not from the customer portal). You would need to go to your JSM Project settings's section. Details here.

2. When a request is created it usually goes to the TODO status which is by default the initial transition, you can change that in your Jira workflow for that Request Type/Issue Type. In the JSM workflow you will also find an option to configure approvals. You can find details here.

I hope it helps.


Hi thanks for reply,I got basic idea......inside these form how can I edit this menu

Never worked on jira

1) Account type         


  • CMS
  • JIRA


2) Raise this request on behalf of



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