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Actions for Jira Service Management
Actions for Jira Service Management
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Last updated Nov 19, 2023

Self-service request editing

This section describes the example of editing requests by customers with Actions for Jira Service Management.

Actions for Jira Service Management app enables users to interact with their requests. We can decide which fields customers or agents can edit, and they can see if they have permission to update a particular field. This feature improves the support process because agents don’t need to make all changes.

Example

A customer or agent wants to book an apartment in Memphis and fills in a request form. He’s arriving at the hotel on 15 February 2023 and returning on 17 February 2023. As it turned out, he has to change his plans, and he’s arriving on 14 February 2023. This feature allows him to reopen the request, edit the Check-in field, and close it. Each action he can take is visible on the sidebar of the request detail view in the Actions section.

Warning

Before you start, log in as a user with the Jira Administrators global permissions

Create a transition

Steps

To set configuration:

  1. Choose Projects at the top of the screen.
  2. Choose the service project you want to configure.
  3. From service project sidebar, select Project settings.
  4. Click Workflows.
  5. Click on the desired workflow (in our example: with Task issue type).
    The Workflows view with Actions for Jira Service Management
    The Workflows view with Actions for Jira Service Management
  6. Click Edit in the top right corner.
    Adding a transition to the workflow with Actions for Jira Service Management
    Adding a transition to the workflow with Actions for Jira Service Management
  7. Click Add transition to create a new transition.
    Adding a transition to the workflow with Actions for Jira Service Management
    Adding a transition to the workflow with Actions for Jira Service Management
    The Add Transition box appears.
  8. Set the transition from Any status to Itself.
  9. Name the transition (in our example Edit).
  10. Click Add.
    Configuring the transition with Actions for Jira Service Management
    Configuring the transition with Actions for Jira Service Management
  11. Once you are finished, click Publish.
    Creating Jira Service Management self service experience
    Creating Jira Service Management self service experience

Result

The new transition is created.

Add a transition

Steps

To set configuration:

  1. Go to Jira Administration > Manage apps.
  2. Select Workflow Actions from the menu in the Actions for JSM section.
  3. Go to Add or Edit transition.
  4. Choose and configure the Edit transition created earlier.
  5. Click Add.
    Note
    Added fields and custom fields are shown on the transition screen on the Customer Portal, and the customer can edit them.
    If you want to learn more about configuring the transition, read here.
    Setting up transition configuration with Actions for Jira Service Management
    Setting up transition configuration with Actions for Jira Service Management
  6. Go to the proper request.
    As you see, the Actions section is on the right side.
    Request details view with Jira Service Management self service feature
    Request details view with Jira Service Management self service feature
  7. Click the Edit action.
    Request details view with Jira Service Management self service feature
    Request details view with Jira Service Management self service feature

    The Edit dialog box appears.
  8. Change the Check-in date.
  9. Click Edit.
    Editing a request with Jira Service Management self service feature
    Editing a request with Jira Service Management self service feature

Result

The Check-in date is changed in the request detail view.

Now you can see editing information in the request detail view with Actions for Jira Service Management
Now you can see editing information in the request detail view with Actions for Jira Service Management

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