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    • We collect Jira Service Desk feedback from various sources, and we evaluate what we've collected when planning our product roadmap. To understand how this piece of feedback will be reviewed, see our Implementation of New Features Policy.

      NOTE: This suggestion is for Jira Service Management Data Center. Using Jira Service Management Cloud? See the corresponding suggestion.

      Atlassian Update – 22 December 2022

      Hi everyone,

      Thank you for your engagement with this suggestion.

      We have identified that this ticket is a duplicate of JSDSERVER-93 Allow editing of fields / details through the service project request (post-creation), which has a larger number of votes and watchers. Given this, we will be closing this ticket to ensure that future engagement flows to a single suggestion and gives a more accurate representation of customer demand. The existing comments on this ticket are extremely helpful for the JSM product team and will be preserved for future reference. Thank you for all of the information you have provided to date - we understand that there is a strong need for this functionality.

      Please follow JSDSERVER-93 for further updates in the future.

      Kind regards,

      Charlie Marriott

      Jira Service Management, Data Center

      The customer should be able to edit the details of a issue afterwards in the customer portal. Maybe he doesn't have all the information at the time of the creation and wants to add more infos later to the issue.
      It would also be great if the fields of the details view are displayed on the side in the customer portal and not at the end of the conversation.

          Form Name

            [JSDSERVER-2368] Edit issue details in customer portal

            Atlassian Update – 22 December 2022

            Hi everyone,

            Thank you for your engagement with this suggestion.

            We have identified that this ticket is a duplicate of JSDSERVER-93 Allow editing of fields / details through the service project request (post-creation), which has a larger number of votes and watchers. Given this, we will be closing this ticket to ensure that future engagement flows to a single suggestion and gives a more accurate representation of customer demand. The existing comments on this ticket are extremely helpful for the JSM product team and will be preserved for future reference. Thank you for all of the information you have provided to date - we understand that there is a strong need for this functionality.

            Please follow JSDSERVER-93 for further updates in the future.

            Kind regards,

            Charlie Marriott

            Jira Service Management, Data Center

            Charlie Marriott added a comment - Atlassian Update – 22 December 2022 Hi everyone, Thank you for your engagement with this suggestion. We have identified that this ticket is a duplicate of JSDSERVER-93 Allow editing of fields / details through the service project request (post-creation) , which has a larger number of votes and watchers. Given this, we will be closing this ticket to ensure that future engagement flows to a single suggestion and gives a more accurate representation of customer demand. The existing comments on this ticket are extremely helpful for the JSM product team and will be preserved for future reference. Thank you for all of the information you have provided to date - we understand that there is a strong need for this functionality. Please follow JSDSERVER-93 for further updates in the future. Kind regards, Charlie Marriott Jira Service Management, Data Center

            Pooja N added a comment -

            @ProductionManagement - You have considered the employee onboarding case, where more or less the process is organized. In most of the companies, ServiceDesk is used by the external customers too, who would want to add more details to the ticket at a later point of time, like tag more products where they are facing an issue, etc.If we capture this in the comment, then this info is lost in the comments.

             

            It would help us admins if we can enable certain fields as editable in the customer portal as per our needs.

            Pooja N added a comment - @ProductionManagement - You have considered the employee onboarding case, where more or less the process is organized. In most of the companies, ServiceDesk is used by the external customers too, who would want to add more details to the ticket at a later point of time, like tag more products where they are facing an issue, etc.If we capture this in the comment, then this info is lost in the comments.   It would help us admins if we can enable certain fields as editable in the customer portal as per our needs.

            Gerhard Sulzberger added a comment - - edited

            @Tobias Maierhofer
            We used a plugin to implement this in a workflow transition.
            It is possible to visualize a transition with  Workflow Actions for Jira Service Management 

            So this means, this feature is that less needed by admins like us, that other companies than atlassian, did the effort and created even a plugin around the issue....

            All the best @Production Management at least you could people tell there are solutions.

            Gerhard Sulzberger added a comment - - edited @Tobias Maierhofer We used a plugin to implement this in a workflow transition. It is possible to visualize a transition with  Workflow Actions for Jira Service Management  So this means, this feature is that less needed by admins like us, that other companies than atlassian, did the effort and created even a plugin around the issue.... All the best @Production Management at least you could people tell there are solutions.

            @Production Management, I see it a bit differently... don't think only in context of IT and developers. Jira Service Management can be used for many other areas, such as project initiation requests or, as mentioned above an employee onboarding process. These are not IT related issues and in these two examples you cannot provide all the information from the beginning as sometimes it only comes up during the process. The web portal is the place where the client should track these issues, but this is severely limited by the initial input of information. If post-processing were possible for different roles, this would significantly expand the use-cases of Jira Service Management.

            Tobias Maierhofer added a comment - @Production Management, I see it a bit differently... don't think only in context of IT and developers. Jira Service Management can be used for many other areas, such as project initiation requests or, as mentioned above an employee onboarding process. These are not IT related issues and in these two examples you cannot provide all the information from the beginning as sometimes it only comes up during the process. The web portal is the place where the client should track these issues, but this is severely limited by the initial input of information. If post-processing were possible for different roles, this would significantly expand the use-cases of Jira Service Management.

             I don't think this is a good idea. Portal should be as simple as possible because it is used by people who are not IT users. If customer wants to add something to the issue he can put this info in comment and developer will add it to description if needed.

            In my onboarding project there are just 4 fields on customer portal. Name, line manager, date of employment and optional details. This is what HR knows and it is enough. Of course issue has much more fields like email (we fill it on first day of employment), access rights, equipment, etc. Those who work on the process fill it when needed.

             

            For non-IT users if there is a mistake it is easier to decline the request and create a new one with correct data.

            Production Management added a comment -  I don't think this is a good idea. Portal should be as simple as possible because it is used by people who are not IT users. If customer wants to add something to the issue he can put this info in comment and developer will add it to description if needed. In my onboarding project there are just 4 fields on customer portal. Name, line manager, date of employment and optional details. This is what HR knows and it is enough. Of course issue has much more fields like email (we fill it on first day of employment), access rights, equipment, etc. Those who work on the process fill it when needed.   For non-IT users if there is a mistake it is easier to decline the request and create a new one with correct data.

            a key feature to implement an employee onboarding process

            Tobias Maierhofer added a comment - a key feature to implement an employee onboarding process

            +1 It would be great to see this and more aligned to Agile, Digital ITSM. Competitors BMC / ServiceNow already have this key feature 

            Gary Hunjan added a comment - +1 It would be great to see this and more aligned to Agile, Digital ITSM. Competitors BMC / ServiceNow already have this key feature 

            +1 for this feature

            Charles Illingworth added a comment - +1 for this feature

            This is more the removal of a feature as work was done to prevent edits on them as Jira issues are editable if the field is on the edit screen.  In the case of interest, it is not like that.

            Pascal Champagne added a comment - This is more the removal of a feature as work was done to prevent edits on them as Jira issues are editable if the field is on the edit screen.  In the case of interest, it is not like that.

            SABINAJ added a comment -

            I would like to see this feature as well.

            SABINAJ added a comment - I would like to see this feature as well.

              Unassigned Unassigned
              14882172d75c Michael Hönes
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                Created:
                Updated:
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