Managing Request actions

Learn how to manage the settings of Request actions.

The Actions for JSM app enables you to easily manage the created Request actions and adjust their settings to the needs of your Customer Portal’s users.

After adding your Request action, you can see it on the Request actions’ management view. The view presents all added Request actions and enables you to:

• check the details of a particular Request action’s configuration.
• edit a particular Request action.
• enable or disable the Request action’s visibility on the Customer Portal.
• delete your Request action and its configuration.

Checking configuration

Steps

1. Go to the desired service project > Project settings > Apps > Request actions.
   Tip

   If you have Jira Administrators global permissions, you can also access Request actions

   1. Go to Jira sidebar > Apps > Actions for Jira Service Management > Request actions > Desired service project.
   2. Go to the app’s Get started tab.
2. Click the expand arrow icon next to a particular Request action’s name to see the details of its configuration.
3. Check details of the selected Request action’s configuration: Description, Editors, When requests can be edited, Requests types to edit and Fields to edit.

To close the view with details of the selected Request action’s configuration, use the expand arrow icon next to the particular Request action’s name.

Editing configuration

Steps

1. Go to the desired service project > Project settings > Apps > Request actions.
   Tip

   If you have Jira Administrators global permissions, you can also access Request actions

   1. Go to Jira sidebar > Apps > Actions for Jira Service Management > Request actions > Desired service project.
   2. Go to the app’s Get started tab.
2. Click the expand arrow icon next to a particular Request action’s name to see the details of its configuration.
3. To change the particular Request action, click the pen icon. You will be redirected to the Configuration view.

4. Introduce changes to the Request action’s configuration. You can update settings of the following sections:

• Request action title and description
• Fields
• Request types
• Permissions
• Agent informing options

5. Store your changes by clicking Save.

Enabling Visibility

Steps

1. Go to the desired service project > Project settings > Apps > Request actions.
   Tip

   If you have Jira Administrators global permissions, you can also access Request actions

   1. Go to Jira sidebar > Apps > Actions for Jira Service Management > Request actions > Desired service project.
   2. Go to the app’s Get started tab.
2. To make the particular Request actions visible on your Customer Portal, turn on the toggle next to the Request action’s name.

When the toggle is turned on, your Request action is displayed on the Customer Portal, allowing customers to edit their requests using it.

Disabling Visibility

Steps

1. Go to the desired service project > Project settings > Apps > Request actions.
   Tip

   If you have Jira Administrators global permissions, you can also access Request actions

   1. Go to Jira sidebar > Apps > Actions for Jira Service Management > Request actions > Desired service project.
   2. Go to the app’s Get started tab.
2. To disable the visibility of the particular Request action, turn off the toggle next to the Request action’s name.

When the toggle is turned off, customers cannot edit their requests using this Request action.

Deleting configuration

Steps

1. Go to the desired service project > Project settings > Apps > Request actions.
   Tip

   If you have Jira Administrators global permissions, you can also access Request actions

   1. Go to Jira sidebar > Apps > Actions for Jira Service Management > Request actions > Desired service project.
   2. Go to the app’s Get started tab.
2. To delete a particular Request action, click the bin icon.

3. To confirm that you wish to delete your Request action permanently, click Delete.