How to allow customers to edit the Jira fields of their portal request using Forms
Platform Notice: Cloud Only - This article only applies to Atlassian products on the cloud platform.
Summary
Currently, customers (portal users) cannot make changes to Jira fields once they've submitted a request, and therefore, agents would need to amend any typos and/or invalid entries.
There is a feature request raised for allowing these users to be able to edit fields:
For those who require an immediate workaround, this article will outline the method for allowing customers to edit/amend Jira fields for their submitted requests using Forms.
Environment
Jira Service Management Cloud.
Scenario
There are instances in which it may be more efficient to allow customers to edit the values of a given Jira field for a submitted request rather than going back and forth with responses to obtain the correct value and having Agents make the updates.
Solution
Form Setup
In order to achieve the necessary steps, it's necessary to do the following:
Create the form under Project Settings > Request management > Forms.
Add the Form to the Request Type in the Form Builder > Settings.
Click here to see the steps to create a blank form
Open the service project > From the navigation on the left, select Project settings > Request management > Forms.
Select Create form > Create blank.
Enter a name for your form.
Select Add fields and choose your desired field types.
Edit fields by selecting them and updating their attributes in the right panel. Under the Linked Jira field, select the Jira field you want to connect.
Optional: You can select Section to group fields together by adding a section above and below your desired fields.
To make a section conditional, select Conditionally under Show Section in the right hand panel for sections above the field group. These fields must be radio, checkbox, or dropdown field types.
Select Preview to see what your form looks like, and test any conditional logic or validation.
Go to Settings tab > Turn on the toggle next to Request form > From the drop-down underneath, select your desired request types to add the form.
To finish, select Save Changes.
Click here to see the steps to create a form using a template
Open the service project > From the navigation on the left, select Project settings > Request management > Forms.
Select Create form > Create from template.
Search and select the template you want to use, or select Preview to see what the form looks like.
Edit fields by selecting them and updating their attributes in the right panel. Under the Linked Jira field, select the Jira field you want to connect.
Select Preview to see what your form looks like, and test any conditional logic or validation.
Go to Settings tab > Turn on the toggle next to Request form > From the drop-down underneath, select your desired request types to add the form.
To finish, select Save changes.
Form submission/amendment workflow
Depending on your use case, there are two alternatives:
First alternative: The agent manually reopens the form and allows changes if necessary:
Ticket creation
The customer fills out the form when raising a ticket in the portal.
After submitting the ticket, the customer will be able to see the SUBMITTED form but will not be able to make any changes at this point.
Any Jira fields linked to the form field will be updated with the associated values.
Reopen and update the form's contents
From the issue view, if an Agent spots a mistake, they can reopen the form. Agents can only reopen a form if the Lock this form once it‘s submitted so only admins can edit option is disabled under forms settings. To reopen a form:
Go to the issue with the form you want to reopen > Scroll down to Forms.
Find and select the form you want to reopen > Click on the three dots icon (•••) > Select Open customer edits, then Reopen.
Now that the form is OPEN, the customer can edit the contents of the form from the portal.
When the customer is done updating the form, they will need to save it and thereafter the values of the linked Jira fields will be updated accordingly.
Second alternative: You can choose to keep the form open so that anyone can edit and submit it after the issue is created:
Ticket creation
The customer fills out the form when raising a ticket in the portal.
After submitting the ticket, the form will continue in the OPEN status and the customer will be able to edit it at any moment.
Any Jira fields linked to the form field will be updated with the associated values.
Keep the form open and update the form's contents
The Keep this form open for edits option should be enabled under forms settings.
When the customer is done updating the form, they will need to save it and thereafter the values of the linked Jira fields will be updated accordingly.
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