Learn how to enable editing of requests on workflow transitions.
Before you start, log in as a user with Jira Administrators global permissions. For more information, see Atlassian documentation.
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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.
Each Workflow action allows you to configure the following:
The Workflow actions feature is available only in the company-managed projects while the team-managed projects aren’t supported.
To better understand how the Workflow 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 Workflow action:
You can also access Workflow actions via Jira admin settings > Marketplace apps > Actions for Jira Service Management > Actions and clicking the chevron icon next to Workflow actions.
This section enables you to determine the configuration details of your Workflow action.
Select a Workflow for your action - only workflows from JSM projects are available and grouped under their project names. Each workflow includes the Show diagram button that allows you to open a diagram preview.
Choose a particular Transition on which you want the action to be available. The names of both the source and target statuses are displayed.
Introduce a custom transition name (up to 30 characters) visible to users on the Customer Portal and in Jira, and optionally add a Description (up to 250 characters) to explain your Workflow action in more detail.
Tailor the displayed title 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.
The Workflow action’s status can be changed on the Customer Portal even if the form has no 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. 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 on 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 admin 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.
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 5 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.
If you want to learn more about JQL, take a look here.
This section covers:
Select a Single User Picker field(s) where the app will assign the customer who edits a request using a specific Workflow 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, 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:
You can always check the introduced values and see a preview of the internal comment message that will be displayed on an issue in Jira.
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.
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