How to allow customers to edit fields using Forms in JSM Cloud

Summary

Currently, customers (portal users) can't make changes to Jira fields once they've submitted a request, and therefore, agents would need to amend any typos and/or invalid entries.

Solution

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.

Form Setup

In order to achieve the necessary steps, it's necessary to do the following:

1. Create the form under Project Settings > Request Management > Forms.

2. Link form fields to Jira fields.

3. Add the Form to the Request Type in the Form Builder > Settings.

Creating a blank form

1. Open the service project > From the navigation on the left, select Project settings > Request management > Forms.

2. Select Create form > Create blank.

3. Enter a name for your form.

4. Select Add fields and choose your desired field types.

5. 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.

6. Optional: You can select a 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 panel for sections above the field group. These fields must be radio, checkbox, or dropdown field types.

7. Select Preview to see what your form looks like, and test any conditional logic or validation.

8. 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.

9. To finish, select Save Changes.

Creating a form using a template

1. Open the service project > From the navigation on the left, select Project settings > Request management > Forms.

2. Select Create form > Create from template.

3. Search and select the template you want to use, or select Preview to see what the form looks like.

4. 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.

5. Select Preview to see what your form looks like, and test any conditional logic or validation.

6. 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.

7. To finish, select Save Changes.

Form submission/amendment workflow

Choose the workflow that matches how you want customers to edit a submitted form:

• Agent-controlled edits: Keep the form submitted until an agent identifies a mistake, then reopen it so the customer can edit it from the portal.

• Form kept open: Keep the form open after issue creation so the customer can edit and submit it at any time.

In both workflows, values entered in form fields linked to Jira fields are updated with the associated values when the form is saved.

First alternative: The agent manually reopens the form and allows changes if necessary:

Ticket creation

1. The customer fills out the form when raising a ticket in the portal. 

2. 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.

3. Any Jira fields linked to the form field will be updated with the associated values.

Reopen and update the form's contents

To let an agent reopen a submitted form for customer edits, make sure Lock this form once it’s submitted so only admins can edit is disabled under forms settings.

To reopen a form, go to the issue with the form, scroll down to Forms, find and select the form, select the three dots icon (•••), select Open customer edits, and then select Reopen. When the form is OPEN, the customer can edit its contents from the portal. After the customer saves the form, the values of the linked Jira fields are updated.

Second alternative: You can choose to keep the form open so that anyone can edit and submit it after the issue is created:

To allow customers to edit the form after the issue is created without an agent reopening it, enable Keep this form open for edits under forms settings.

After the customer submits the ticket, the form remains in the OPEN status. The customer can edit it at any time and submit the changes. After the customer saves the form, the values of the linked Jira fields are updated.

There is a feature request raised for allowing these users to be able to edit fields:

• JSDCLOUD-93 - Allow Editing of Fields through the Service Desk Request