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.
The Workflow actions feature is available only in the company-managed projects while the team-managed projects aren’t supported.
Before you start, log in as a user with Jira Administrators global permissions. For more information, see Atlassian documentation.
Follow the below steps to create your Workflow action and configure its:
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.
You can check the selected workflow by using the Preview the selected workflow option available in the blue info box that appears after a workflow is added.
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.
Tailor the displayed title by adding an emoji. There are several ways you can do it:
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.
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:
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.
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.
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.
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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