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Actions for Jira Service Management
Actions for Jira Service Management
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Last updated Dec 9, 2019

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 can edit and they see if they have a permission to update a particular field.
This feature improves the support process in a way because agents don’t need to make all changes.

Example

A customer wants to book an apartment in Memphis and fills in a request form. He’s arriving at the hotel on 15 February 2019 and coming back on 17 February 2019. As it turned out, he has to change his plans and he’s arriving on 14 February 2019. This feature allows him to reopen the request, edit the Check-in field and then 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 an Edit 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 > Workflows.
  4. Choose the workflow you want to edit and click the pen icon.
    The Workflows view with Actions for Jira Service Management
    The Workflows view with Actions for Jira Service Management
  5. Go to the Diagram section.
  6. 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.
  7. Set the transition from Any status to Itself.
  8. Click Add.
    Configuring the transition with Actions for Jira Service Management
    Configuring the transition with Actions for Jira Service Management
  9. Once you are finished, click Publish. The dialog allows you to publish your draft and, optionally, save your original workflow as an inactive backup.
    Publishing the added transition configuration with Actions for Jira Service Management
    Publishing the added transition configuration with Actions for Jira Service Management
    Publishing the added transition configuration with Actions for Jira Service Management
    Publishing the added transition configuration with Actions for Jira Service Management

Result

A new configuration is added.

Add an Edit transition

Steps

To set configuration:

  1. Go to Jira Administration > Add-ons.
  2. Select Workflow Actions from the menu in the Actions for Jira Service Management section.
  3. Go to Add or Edit transition > Transition.
  4. Configure the transition and click Add.
    Note
    Added fields and custom fields are shown on transition screen on the Customer Portal and customer can edit them.
    Setting up transition configuration with Actions for Jira Service Management
    Setting up transition configuration with Actions for Jira Service Management
  5. Go to the proper request.
    As you see, the Actions section is at the right side.
    Added Edit action to the request detail view with Actions for Jira Service Management
    Added Edit action to the request detail view with Actions for Jira Service Management
  6. Click the Edit action.
    The Edit dialog box appears.
  7. Change the Check-in date.
  8. Click Edit.
    Editing the request with Actions for Jira Service Management
    Editing the request with Actions for Jira Service Management

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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