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.

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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

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. 

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. 

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

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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....????

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How much more interest do we need here?

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

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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

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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.