Workflow actions

Learn how to enable editing of requests on workflow transitions.

The Workflow actions feature enables you to increase user interactions on the Customer Portal and simultaneously adjust the editing flow by allowing customers to update their requests on the relevant workflow transitions.

By setting the configuration of Workflow actions, you can customize the process of requests’ editing and include it in a desired workflow.

Add a custom workflow action by configuring selected transitions and editable fields or editing permissions and allowing users of your Customer Portal to easily update their requests with the most recent information at the right moment.

Creating and configuring

Follow the below steps to create your Workflow action and configure its:

• Workflow and transition
• Displayed title and description
• Fields
• Permissions
• Agent informing options

Steps

1. Go to the Workflow actions section.
2. Click Add Workflow action.

3. You are redirected to the Workflow actions configuration view where you can:

• add details of your Workflow action.
• determine editable fields.
• edit Permissions.
• decide about agent informing options.

4. To store the configuration of the Workflow action form, click Save.

Add Workflow action

This section enables you to determine the configuration details of your Workflow action. Select a Workflow for your action and choose a particular Transition on which you want the action to be available.

Introduce a custom transition name (up to 30 characters) visible to users on the Customer Portal and in Jira as a Displayed title.

Moreover, you can insert an additional Description (up to 250 characters) explaining your Workflow action in more detail.

Fields

Determine which fields should be editable

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.

Customize selected fields

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.

To customize a field, click on it and adjust available settings, which include:

1. Display tab where you can define:

• Display name - You can enter a Display name for your field. Customers will see this name on the form instead of the field name. The name cannot exceed 250 characters.
• Help text - You can enter Help text to guide customers through filling out the field while editing the request. The text cannot exceed 400 characters.

  

2. Options tab where you can adjust the following options:

• Make required - The project settings determine if the field is required or not by default. You can select the Make required option to ensure that the field is displayed as required in the form. When you tick this option, all the remaining options related to this field will be disabled.
• Read only - This option allows the user to see information in the field but does not allow them to change it. Ticking this option disables the Make required option.
• Hide empty - This option makes the field invisible in the form if it doesn’t contain any data. Ticking this option disables the Make required option.

  

Decide whether the Comment field should be saved before or after other fields

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.

Permissions

Decide who can edit requests

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 5 user groups to be selected:

• Anyone with request access
• Reporter
• User
• Organization
• Group

Determine when requests can be edited

To decide when user(s) can edit requests, use JQL to write queries.

Agent informing options

Single user picker(s) for assigning the customer after request edit

Choose the single user picker(s) to which the app will assign customer(s) once they edit the request using the particular action. The information about who made the most recent edit will be displayed to Jira agents on the specific issue.

Leaving this field empty results in the customer not being assigned to any single user picker.

Control editing with internal 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, as an internal comment will follow every request’s editing. 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:

• Date
• Editor
• Fields
• Action Name

Next up

After creating and configuring your Workflow action, you can manage it so it can be used to provide customers with request editing options at the right moment of the service desk agents’ work.