See how to create and configure Request actions.
Before you start, log in as a user with Jira Administrators project permissions. For more information, see Atlassian documentation.
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Request actions allow users to edit requests easily on your Customer Portal, and you can customize them to meet both your needs and your customers’ needs.
Each Request action allows you to configure the following:
To better understand how the Request actions can be used, read the Reduce redundancies and save time when editing requests use case and see the practical application.
Follow the below steps to access and create a Request action:
You can also access Request actions via Jira admin settings > Marketplace apps > Actions for Jira Service Management > Actions and clicking the chevron icon next to Request actions.
Fields marked with an asterisk are mandatory - you must fill them in.
By clicking Cancel, the configuration of your Request action can be permanently deleted.
Give your Request action a name (up to 30 characters) visible to users as a Displayed title on the Customer Portal and in Jira.
Optionally, you can add a description of your Request action by creating a text containing up to 250 characters.
Customize the title of your Request action by adding an emoji. There are several ways you can do it:
This section explains how to:
You can select which fields are editable on requests on the Customer Portal and organize them in the preferred sequence.
To select a specific field, select it from the dropdown or begin typing its name and then click it. When selecting multiple fields, you can use drag-and-drop to modify their order on the Customer Portal.
You can define the Display name and Help text of your fields visible on the Customer Portal and determine which fields are required, read only, or hidden on the requests. Moreover, in the User Picker fields, you can decide how customers search for and receive user suggestions from their Jira instance.
When any customizations are made to any field, this field is given the purple Customized label.
To customize a field, click it and adjust available settings, which include:
Display tab allows you to define:
Options tab allows you to adjust the following options:
Search criteria tab allows the administrator to decide how customers can search for and receive user suggestions from their Jira instance when using the User Picker field.
There are two options you can choose from:
You can expand or collapse the settings views of all chosen fields using the button above them. The Expand all button is visible when all fields’ settings are hidden, and the Collapse all button is visible when any field’s settings are shown.
If your form includes the Comment field, select when to save it to ensure that fields that are more important for you are saved first in case any error appears while saving.
When the form includes the Comment field, Actions for JSM adds comments on behalf of the customer. If the project has automation rules for request status change after a non-customer adds a comment, the request status may change when the app comments for the customer.
When you add the Attachment field to your Request action, customers can upload files when completing the action on the Customer Portal.
After adding the Attachment field, a banner appears in the Admin Panel reminding you that customers need the Create Attachment permission to upload files. Ensure this permission is enabled in your project settings. For more information, see Atlassian documentation.
On the Customer Portal, the Attachment field displays a file upload area where customers can:
The following limitations and behaviors apply:
Click the expand arrow icon on the Which request types can be edited? field to choose which types of requests should be available for editing.
This section explains how to:
Grant edit permissions to relevant users by clicking the expand arrow icon on the Which request participant can edit requests? field and selecting user(s) for whom editing of requests will be enabled.
There are five user groups to be selected:
By choosing the Anyone with request access option, you grant edit permissions to anyone with access to the specific request and disable the other options.
Selecting any of the other options disables the Anyone with request access option.
When you choose the Group option, an additional dropdown appears, allowing you to select a specific user group(s) to specify the permissions in more detail.
Remember that if group members didn’t create the request, you must also add them to the Organization or as Request participants to allow them to see the request.
To decide when user(s) can edit requests, use JQL to write queries.
Your JQL queries are automatically verified. An incorrect JQL query is marked in red.
For more information about JQL, see Use advanced search with JQL.
This section covers:
Select a Single User Picker field(s) where the app will assign the customer who edits a request using a specific Request action. After the edit, the app updates the selected field with the editing customer’s name.
If you enable the Add internal comment appearing to Jira agents after request edit toggle, Jira agents will see who made the most recent edit, as this information will be displayed as an internal comment in the issue.
If you leave this field empty, the app won’t assign the customer to any Single User Picker after an edit.
The option to enable internal comments after editing requests is switched off by default. Use the toggle to control editing with comments.
Turn on the toggle to enable the Add internal comment appearing to Jira agents after request edit option.
You can track all requests’ updates, an internal comment follows every request edit. The comment will only be visible to Jira Agents.
You can use the default comment message or edit its content by accessing Global settings.
To create a personalized comment message, introduce the content of your message. You can include the following variables:
You can always check the introduced values and see a preview of the internal comment message that is displayed on an issue in Jira.
Once your first Request action has been created and configured, you can manage its settings and use it to allow customers for editing requests on your Customer Portal.
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