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  1. Jira Service Management Data Center
  2. JSDSERVER-93

Allow editing of fields / details through the service project request (post-creation)

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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.

      As a Jira Service Management user, I'd like to edit system and custom fields after creating the service project request through the Customer Portal.

      This is necessary in case information is incorrectly entered while creating it, or if any changes need to be made to the existing information at a later time. Otherwise, I'd need to go to the Jira issue to modify the field, which a customer may not have permission to do.

            [JSDSERVER-93] Allow editing of fields / details through the service project request (post-creation)

            Nina Picyk added a comment -

            Please add this feature ASAP. After editing the issue, it would be useful to have a history of such changes in the portal. It is not normal that it is not available yet!

            Nina Picyk added a comment - Please add this feature ASAP. After editing the issue, it would be useful to have a history of such changes in the portal. It is not normal that it is not available yet!

            Hello everyone!

            I have created a plugin to fix this issue
            [Dacha's Portal Utils: Screens and Fields | Atlassian Marketplace|https://marketplace.atlassian.com/apps/1235179/dachas-portal-utils-screens-and-fields?hosting=datacenter&tab=overview]

            It does not allow direct editing of customer requests, but it does allow exposing issue transitions with screens to the customer portal.
            If you have any questions, please contact me.

            Bohdan Belokur added a comment - Hello everyone! I have created a plugin to fix this issue [Dacha's Portal Utils: Screens and Fields | Atlassian Marketplace|https://marketplace.atlassian.com/apps/1235179/dachas-portal-utils-screens-and-fields?hosting=datacenter&tab=overview] It does not allow direct editing of customer requests, but it does allow exposing issue transitions with screens to the customer portal. If you have any questions, please contact me.

            +1 

            It's not normal that this features has not been integrated yet. We don't want users to edit / remove their comment through the pannel issue please.

             

            Adnane BENSAID added a comment - +1  It's not normal that this features has not been integrated yet. We don't want users to edit / remove their comment through the pannel issue please.  

            This is pretty basic functionality that is available in every other itsm tool... Please add it asap

             

            Sebastian Lindberg added a comment - This is pretty basic functionality that is available in every other itsm tool... Please add it asap  

            This is basic feature how come it took all this time, it will allow customer to edit their requests not to raise new request in case any missing data and it can be configurable to be editable in certain phases. 

            Mohamed Saad Taha added a comment - This is basic feature how come it took all this time, it will allow customer to edit their requests not to raise new request in case any missing data and it can be configurable to be editable in certain phases. 

            Zac Boyd added a comment -

            Still think this is necessary and should be considered!

            Zac Boyd added a comment - Still think this is necessary and should be considered!

            Hi any updates on when this would be released, this is such a basic and critical functionality for an end stakeholder to edit the contents in the customer portal after raising an issue. 

            karthik raj added a comment - Hi any updates on when this would be released, this is such a basic and critical functionality for an end stakeholder to edit the contents in the customer portal after raising an issue. 

            Anna Zhong added a comment - - edited

             shamid@atlassian.com Following up on this. Any ETA to implement this feature?

            +345

            Anna Zhong added a comment - - edited   shamid@atlassian.com Following up on this. Any ETA to implement this feature? +345

            JordanJ added a comment -

            I think it's a license thing.  They dont want to allow this functionality unless you buy more licenses.

            JordanJ added a comment - I think it's a license thing.  They dont want to allow this functionality unless you buy more licenses.

            Indrek Petti added a comment - - edited

            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..

            Indrek Petti added a comment - - edited 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.

            Scott Baitz added a comment - 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? 

            Nicholas Widodo added a comment - 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. 

            Steven Garbarino added a comment - 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.

            kheang puthearith added a comment - 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?

            Manny Cardenas added a comment - 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?

            Mark Shell added a comment -

            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.

            Mark Shell added a comment - 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?

            Yaoqi Huang added a comment - 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?

            Mark Shell added a comment -

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

            Mark Shell added a comment - 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.

            Shannon Tanner added a comment - 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.

            Mark Shell added a comment -

            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.

            Mark Shell added a comment - 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.

            Joe Gomez added a comment - - edited

            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. 

            Joe Gomez added a comment - - edited 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.

            alex_mashkovtsev added a comment - 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?

            Ihor Pavlenko added a comment - 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?

             

            James Beagrie added a comment - 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.

            siddharth.sahoo@firstapex.com added a comment - 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?

            Luiz Ricardo Pereira da Silva added a comment - 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....????

            Shane Johnson added a comment - How is it possible that this is an option, but the user can't edit the form after it is submitted....????

            Zac added a comment -

            +1

            Zac added a comment - +1

            +1

            How much more interest do we need here?

            Ricardo.Gomes added a comment - +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.

            Tom Jones [Appsvio] added a comment - We provide the Edit Request feature in both hosting, Server, and Cloud. ➡️ It's available as a part of the Feature Bundle app.

            +1

            David Vazquez added a comment - +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.

            Robin Stemmers added a comment - 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

            wajdan zahid added a comment - @Daniel Unfortunately this isn't available for Jira cloud

            Daniel Magana added a comment - 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?

            wajdan zahid added a comment - Any update on this?

            test

            Daniel Magana added a comment - test

            +1

            Elan Bennett added a comment - +1

            +1000

            Jean-Marie CHANEL added a comment - +1000

            +1

            +1

            Anjul Tyagi added a comment - +1

            +1

            Michal Rudolf added a comment - +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).

            Anna Shelby added a comment - 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.

            Nithya Ananda added a comment - This will be a great feature for the customers.

            +1 client want it

            Patrik Bajer added a comment - +1 client want it

            ARUN MA added a comment -

            Edit option is required in customer portal

            ARUN MA added a comment - 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.

            neil.matillano added a comment - 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?

            Zans McLachlan added a comment - 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

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

            franburgos added a comment -

            For our customers is also a worth it feature.

            franburgos added a comment - For our customers is also a worth it feature.

            Please add this feature to your next release

            Ravi Gunaratne added a comment - 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.

            Milan van den Muyzenberg added a comment - We started using SD only a few weeks ago. Already, customers start asking us why they can only add comments. Seems like basic functionality.

            Anwar added a comment -

            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

            Anwar added a comment - 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

            Uraida added a comment -

            Dear all, 

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

            Please add this feature on your next release

            Uraida added a comment - 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!

            Davie De Smet added a comment - I can't believe this isn't basic functionality!

            nicobrys added a comment -

            How come this isn't possible?

            nicobrys added a comment - 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.

            Rein Adamson added a comment - 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.

            Joe Gomez added a comment -

            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.

            Joe Gomez added a comment - 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.

            This is definitely a make-or-break feature for utilizing Jira Service Desk

            Kevin Porsolt added a comment - This is definitely a make-or-break feature for utilizing Jira Service Desk

            H K added a comment -

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

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

            This would improve our process significantly.

            Deleted Account (Inactive) added a comment - 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.  

            Brian Adkins added a comment - We've decided to move off of JSD and fall back to plain old Jira for our internal help desks.  

            Tim Hall added a comment -

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

            Tim Hall added a comment - 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!

            Alejandro Chavarria added a comment - 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!

            Deleted Account (Inactive) added a comment - 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.

            Deleted Account (Inactive) added a comment - 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..

            Deleted Account (Inactive) added a comment - We also need this feature..

            Gonchik Tsymzhitov added a comment - - edited

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

            +1

             

            Gonchik Tsymzhitov added a comment - - edited 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.

            Jerry Miller added a comment - 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!

            Graz Dummy added a comment - We need this feature! Without it service desk is incomplete!

            Nick Dring added a comment -

            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!

            Nick Dring added a comment - 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!

            David Yu added a comment -

            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.

            David Yu added a comment - 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.

             

            lamine.guerfi@sncf.fr added a comment - 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.

            Antonio D'Errico added a comment - @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.

            Charis added a comment -

            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. 

            Charis added a comment - 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.

            Steven Garbarino added a comment - 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.

            Daniel Bajrak added a comment - 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?

            Reza Ghorbani added a comment - 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.

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

            Sys Admin added a comment -

            Agreed, this is much desired functionality.

            Sys Admin added a comment - 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.

            Deleted Account (Inactive) added a comment - 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?

            Gustav Egner added a comment - Our customers really need this feature! When do you plan to release it?

            Dave C added a comment -

            Dave C added a comment - https://support.atlassian.com/browse/JSP-187968 wants this

            Ken added a comment -

            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).

            Ken added a comment - 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

            summitmedia-uk added a comment - 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

              Unassigned Unassigned
              mfernandes@atlassian.com Matheus Fernandes
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                Created:
                Updated: