Summary

Currently, customers (portal users) cannot make any changes to Jira fields once they've submitted a request and therefore any typos and/or invalid entries would need to be amended by Agents.

There is a feature request raised for allowing these users to be able to edit fields:

JSDCLOUD-93 - Getting issue details... STATUS

For those who require an immediate workaround, this article will outline the method to allow customers to edit/make amends to Jira fields for their submitted requests using Forms.

Environment

Jira Service Management Cloud.

Scenario

There are instances in which it may be more efficient to allow customers to edit values of a given Jira field for a submitted request, rather than going back and forth with responses to obtain the correct value and having Agents make the updates.

Solution

Form Setup

In order to achieve the necessary steps, it's necessary to do the following:

• Create the form under Project Settings > Forms.

• Link form fields to Jira fields.

• Add the Form to the Request Type in the Form Builder > Settings.

Form submission/amendment workflow

Depending on your use case, there are two alternatives:

First alternative: The agent manually reopens the form and allows changes if necessary:

Ticket creation

• The customer fills out the form when raising a ticket in the portal. 

• After submitting the ticket, the customer will be able to see the SUBMITTED form but will not be able to make any changes at this point.

• Any Jira fields linked to the form field will be updated with the associated values.

Reopen and update the form's contents

• From the issue view, if an Agent spots a mistake, they can reopen the form. Agents can only reopen a form if the Lock this form once it‘s submitted so only admins can edit option is disabled under forms settings. To reopen a form:

  • Go to the issue with the form you want to reopen > Scroll down to Forms.

  • Find and select the form you want to reopen > Click on the three dots icon (•••) >  Select Open customer edits, then Reopen.

• Now that the form is OPEN, the customer can edit the contents of the form from the portal.

• When the customer is done updating the form, they will need to save it and thereafter the values of the linked Jira fields will be updated accordingly.

Second alternative: You can choose to keep the form open so that anyone can edit and submit it after the issue is created:

Ticket creation

• The customer fills out the form when raising a ticket in the portal. 

• After submitting the ticket, the form will continue in the OPEN status and the customer will be able to edit it at any moment.

• Any Jira fields linked to the form field will be updated with the associated values.

Keep the form open and update the form's contents

• The Keep this form open for edits option should be enabled under forms settings.

• When the customer is done updating the form, they will need to save it and thereafter the values of the linked Jira fields will be updated accordingly.