-
Suggestion
-
Resolution: Unresolved
-
None
-
27
-
We are evaluating Jira Service Desk and have a service desk workflow where customers often submit the same requests again and again, but with slightly different data in the fields (e.g., changing dates, titles, etc). To date this is done by emailing in a fairly long Excel template, and our user research has indicated customers often keep around the last few Excel files they submitted to use as starting points for the next request they submit.
For JSD to have a viable UX for our use-case, we would need customers to be able to look through their "My Requests" section on the portal and clone an issue to save time on the next submission. This doesn't appear to be a feature at this time, but has interest from others as seen here: https://community.atlassian.com/t5/Jira-Service-Desk-questions/How-can-my-customers-clone-an-oft-used-issue-in-the-JSD-Customer/qaq-p/88518
- links to
| Form Name | |||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|
[JSDSERVER-5948] Allow customers to clone an issue from the customer portal
Our company is also very interested in the implementation, when will this happen?
Seriously, how long it takes to get the feature added? Its already been 3 years.
Dear Team,
are there any news about this topic.
Is there any chance for a future implementatation?
It would be a great benefit for our customers if they could clone their issues and modify them beforde sending them into the workflow.
This would save a lot of time.
Kind regards
Nils
Dear team,
This feature is a great addition to our line of work as well! Do you have any update on this?
Hi Allison,
Thank you so much for providing the work around for this.
This might work for us, too.
Dina
For everyone who is watching this request.
What do you guys use as a solution in the meantime?
Do you know of any vendors who offer this feature?
Are there any vendors who would be interested in looking into developing it?
Hello,
this feature is important for us as well.
Any update on when this ca be expected?
Thanks!
Hi Atlassina team,
we need this future and it's a high priority for our users. Could you please provide the ETA on this future request, Thanks
@guillaume -
Our customer asked for this same thing; the problem is, even if they can clone via the portal, there is no way for the user to edit the cloned issue (without an app anyway).
In the meantime we did a workaround: created a new 'Clone' workflow transition, from status to itself, and put that transition on the portal. The transition generates a 'clone' event via post function, then automation gets triggered by the 'clone' event and does a clone action.
it works, but would like I said, we still needed to install a marketplace app ('Actions for Jira Service Desk') to allow the user to edit the cloned ticket.
The bigger benefit would be - allow ability to EDIT a ticket through the portal 
We are waiting for this feature !