Could be the use cases when it makes sense but I would think that initial request should stay un-changed or can be updated only by process owner - who is not the customer. Or cases when request gets manager approval for one thingh and the requester changes it to be about something different and we do not catch it (ofc it is seen in history log but you have to know to check it from there). Adding incremental additions as comments from customer side OR cancel it and create a new one is working well for us. Just as a thought..

Fairly basic, missing functionality.  Would love to not have to go to a third party for this, but looking at the age of this request, it appears that it's not ever going to be added natively.

Is there any ETA on this? How many more interests are we waiting for? 

I am shocked this hasn't been addressed yet. I will comment continuously until we receive a response. 

Seem no progress on this raised up since most of other service managements is included basically functions, we wish Attlasian emphasize this basic function.

Aww. There's no way I talked up this product to my org only to have a slap in the face with this essential feature that any ITSM should have.

Also, really?!?! Nothing has moved forward with this request since 22/Oct/2013 6:12 PM?

It's crazy to be told to use an add-on for basic functionality in a self service portal.  Atlassian: you really need to fix this.

We also need this feature.

Currently we are trying some workarounds like add on Actions for Jira Service Desk and Feature Bundle. But both of them are unable to be migrated between different instances which is a must for us. Is there any other add ons can meet this feature and in the meantime configurations can be migrated?

Thanks Shannon.  You're right. This all should be OOTB but isn't.  Thanks for sharing this.  It looks promising.

In order to allow Customers to edit fields from the portal, we purchased the Feature Bundle Add on which allow customers to edit the requests on the portal or fill in additional information when needed.  From past experience, the Summary field is not always something you want a Customer to update as that is always critical to how they see their issue.  If allowing edits to that field, you'd want to ensure a notification went to the assignee that something was changed in case that changes the whole understanding of the issue reported.  I would have preferred to have the ability to do this OOB vs. having to purchase an add on, but that seems to be the flow with Atlassian.

This is NOT a nice to have.  It's a critical component of our customer portal and any ITSM solution.  Customer MUST be able to change fields like impact and priority, or in our case, a custom field we call Severity of the Issue.  A customer may initially open a ticket in the portal as say, a sev 3, then as they learn more, realize is't a Sev 1 or 2.  We have automation that would set off critical actions for Sev 1 and 2 issues but the customer can't update their Sev.  That forces them to call their account manager.  If they have to call us for everything, then the JSM portal is of little use to us.  This needs to be fixed immediately.  It's not an enhancement.  This was a critical oversight in the basic design of the product and is a critical bug that limits us recognizing value from our investment in JSM.

lmao a decade may pass for something like this that should be a quick code fix, and then they'll close this ticket out saying we wont be doing this. I'm just going to stop watching this, no need to get updated on something that'll never get fixed. 

Thanks for not solving this issue, you're being very helpful.

More than 9 years have passed since this issue was created... well, maybe in 2023 we will see ANY progress?

How on earth is this BASIC functionality feature not a thing yet?

This option is very much needed in Jira servicedesk and our end customers also facing issues due to non-availability of this feature.

I believe that an IQ of less than 80 has the ability to notice that an item like this shouldn't be treated as optional.
Could it be developers' laziness or favoring partner Apps to make the tool's expense even greater?

How is it possible that this is an option, but the user can't edit the form after it is submitted....????

+1

+1

How much more interest do we need here?

+1

We provide the Edit Request feature in both hosting, Server, and Cloud. ➡️ It's available as a part of the Feature Bundle app.

+1

I like this suggestion, but it must be that one can use the custom field you created for your instance or the some of the standard fields 

whether it be text or option fields.

@Daniel

Unfortunately this isn't available for Jira cloud

you can do it from here https://marketplace.atlassian.com/apps/1213697/actions-for-jira-service-management?hosting=server&tab=overview 

Any update on this?

test

+1

+1000

+1

+1

+1

This would be a great feature addition, especially for when you're working with onboarding tickets and needing changes to be made by your customer (HR team).

This will be a great feature for the customers.

+1 client want it

Edit option is required in customer portal

1

Yes, I agree with Elisa on this point. Users/Customers may have made a mistake during the report and want to correct some information given. 

They should be allowed to at least edit the content of their report.

Looks like the Cloud version of this was just assigned, which HOPEFULLY means it is going to be worked on. Does that mean this one will be too?

We've only recently started using a service desk, and our customers already have requested editable tickets. Please add this

For our customers is also a worth it feature.

Please add this feature to your next release

We started using SD only a few weeks ago. Already, customers start asking us why they can only add comments. Seems like basic functionality.

Dear All,
Edit option on Service Desk Request form is basic requirement.

Approximately 20% of our customers calls us to inform that they cannot edit the request they have created and would like to make some changes to it.

Please consider adding this functionality

Dear all, 

We also believe that this is a basic functionality for the Service Desk Portal. 

Please add this feature on your next release

I can't believe this isn't basic functionality!

How come this isn't possible?

Voted,  Edit option to Reporter on SDesk request form. 

Atlassian low priority invisible here,
but more important is option to add more Sdesk fields automated transition to Jira ticket.

Yeah this option is certainly needed for our onboarding of employees. If our HR person typos a name she needs to be able to go back and edit the form.  Can't believe this isn't an option for us.

+1 Please add this feature! Our customers need to be able to eg. change priority of a ticket!

This would improve our process significantly.

We've decided to move off of JSD and fall back to plain old Jira for our internal help desks.  

This would also be a very valuable feature for our company too. 

So important for approvers to be able to correct information submitted by the reporter!

Would be a nice feature and makes it a lot powerful!

well 4 years ago .... and progress ... ? no

sad to see ...

At least the reporter should be able to modify some fields or answer on a question form made by agent.

We also need this feature..

We need this feature! Without it service desk is incomplete!

+1

I upvoted, but I'm curious why no one is even assigned to this issue.  Clearly it is not being taken seriously that without the ability to edit fields in Service Desk, it doesn't meet very basic ticket workflow requirements and is totally unusable to do any type of online form that requires either future review or change.

Consistent with this is that it puts the fields at the bottom of the record, so it is largely useless for any type of form.  Back to Salesforce, I guess.

We need this feature! Without it service desk is incomplete!

Hi, being able to add a field on the portal would be nice, sometimes we have requests that result in a physical product being produced and we allow the reporter in the issue to specify a pickup person who can collect the product. If the reporter could change the pickup person in the front end that would be cook!

Like many have already expressed, this limitation (which was added sometime after 1.0) have placed early large adopters in a bind, and put new customers into a very constrained usage model which doesn't reflect real-world usage. A customer purchases a JIRA Core license for a user expecting basic ticket rights. A purchase of Service Desk shouldn't takes those rights away.

It is a shame that they do not display the screen configured for transition in workflow since one can allow customer to transition issues.

Only a comment is allowed to be made...So sad.

@charis

That is absolutly true. i mean why we can edit a ticket in jira? and why it is not in service desk?

i mean it is frustring we i create a support issue on the atlasian service desk and then i cannot edit this issue.

We need this functionality. This is the single biggest blocker for our organization moving on to Service Desk. Without this, the reporters cannot edit incorrectly entered text, and commenting is not the best way to show that some text got corrected. 

Has there been any movement on this? This would decrease my company's workflow by a ton. The Actions for JSD add-ons don't work since we are on cloud.

In plugin Actions for JSD there is option to add edition through Customer portal for all customers. Here you can find how to do it: https://intenso.atlassian.net/wiki/display/SPFJSD/Edit+issue+in+Customer+Portal

I hope I've helped you.

Badly need this as well for our customers. Our customers must be able to change priority, description and such information without going through the agents.
Is there any timeline when such feature will be available?

fully agree - if admins are letting the customer to input the data, they sure want to give them the permission to correct it.

Agreed, this is much desired functionality.

Need this functionality very hard!!!
Also the ability to control which fields the customer is allowed to edit on existing issues.

Our customers really need this feature! When do you plan to release it?

https://support.atlassian.com/browse/JSP-187968 wants this

Be sure to include issue security level as a field that can be assigned to the form (i.e. shown not just hidden and preset).

Our business needs to know when this feature will be released.
Could you please provide in which quarter do you plan to release?

Thank you

We are in evaluating phase of JSD and one of business requirement for new service desk is that Customer ticket MUST be editable by customer.

We need this at least for custom fields with 'select list' format.

Have any other admins found a workaround for this? Otherwise we'd need to allow access (and training, etc.) for users to update their own tickets.

Our customers would love this feature as well - this is a big use case for us. I've added my vote for doing this.

My customers would love to have this feature.