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Can Jira Service Desk customer edit/delete their request?

My JSD customers sometimes need to modify the request they placed through cuatomer portal. Sometime they pace duplicate request,once they realize it they need to delete the duplicate one. Is these functionality available in JSD?

4 answers

Hi there,

Is this still a current thing, JSD out of the box a portal customer cannot go back and edit their tickets.

i.e. fix a spelling mistake in a description or put in a return date for a travel ticket due to it not being known when the issue was lodged.

Thanks.

S.

No, not really. What you could do as a workaround, is allow the customer to close his/her request though the customer portal.

To allow this, make sure you have a transition to close an issue from any status (global transition to your closed status) and then enable it on the customer portal. As such, your customer can at least already indicate that no further work is required on it.

You can find a bit more info on how to set this up on this page.

Did you find a solution or workaround for editing in the portal? 

My use case is a bit different since we were hoping to have the edit function for Change Management requests. We have 500+ IT users that could potentially submit a CM, but don't need/want to provide a JSD license for them to simply modify the CM for typo or dat changes. Any suggestions on this? 

This makes NO sense. Our customers need to be able to change the priority after creation. They need to be able to set a due date after creation, they need to be able to set a screen field on transition.

While I understand you want to have as many users paying for JIRA and agent subscriptions, it is ridiculous to restrict the simple ability to edit fields after the issue is created. We waste so much time editing issues via customer comments.

I also see this is common in the Atlassian feedback systems and yet there is never any Atlassian comment or action.

So frustrating that we are going to probably move from the Atlassian service. We have over a hundred staff on Confluence, Jira and Service Desk, yet the nit picking in Service Desk is too much of a headache to outweigh the integration benefits.

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Hi @Marc Turner,

My initial reply to the question was maybe too much focused on the use case where a user realised he had created a duplicate question and wanted to notify support about that issue. For that matter, JSD allows you to enable transitions on the portal out of the box.

True, that option has its limitations. However, when running on Server the Atlassian Marketplace might help you. Actions for Jira Service Desk is an app that lets you add transitions and screens to the customer portal and may and is a feasible solution to the use case you describe.

Did you find a solution or workaround for editing in the portal? 

My use case is a bit different since we were hoping to have the edit function for Change Management requests. We have 500+ IT users that could potentially submit a CM, but don't need/want to provide a JSD license for them to simply modify the CM for typo or dat changes. Any suggestions on this? 

Hello,

You can edit your requests on the Customer Portal using our app Actions for Jira Service Desk. You should add transition Edit to the workflow and in our configuration define which fields do you want to display and allow to edit.

In case of any questions, feel free to ask me.

Regards,

Kate

@Katarzyna Pawlak -Deviniti-  Is there a cloud add-on for this case?

Hi,

Currently, we don't have this feature in any app in our portfolio. But we have a plan to add it this possibility in the nearest future to our app Extension for Jira Service Desk.

I recommend you to send a request via our customer portal. More tickets from clients  will move this feature to the top of our backlog :)

@Katarzyna Pawlak -Deviniti- 

We have this plugin (Actions for Service Desk) but can you describe (or add some documentation for) how to use this plugin for editing comments on customer portal.

Hi @Jamil Rahimov , the documentation for this app you can find here. Unfortunately, using this app you can't modify comments. It allows to edit requests.

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