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.

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).
   

   

6. Click Edit in the top right corner.

   

7. Click Add transition to create a new transition.
   

   

   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.
    

    

11. Once you are finished, click Publish.
    

    

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.

   

6. Go to the proper request.
   As you see, the Actions section is on the right side.

   

7. Click the Edit action.

   

   
   The Edit dialog box appears.
8. Change the Check-in date.
9. Click Edit.
   

   

Result

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