Customer Permissions to edit a form in the Admin View

[robert cortez]

So we have a form attached to a project, and I am trying to see if a customer can edit the form from the 'admin' view. Currently if a customer goes to their portal and accesses a ticket, they can edit the form. However if they go into the admin view of that ticket, they cannot. I have found privileges that allow a customer to make comments on tickets in the admin view, but not to edit forms.

I am hoping it is a permissions issue, rather than atlassian changing permissions depending on views. Anyone have any ideas or pointers?

Also I am not sure on the technical name for these views other than what I listed above, so any help there would be appreciated too. 

[Joseph Chung Yin]

@robert cortez -

When you referring to "a form attached to a project" - Are you stating that the form is created using FORMs component associated with the project (i.e. one who uses the project UI (not portal UI) and access Project settings >> Forms? + what do you mean by editing?

If so, then it is not possible for customers to be able to have the ability to change the form's configurations.

Please advise more, so we can better addressing your asks.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.

[robert cortez]

Its a form that we made for a project, that gets attached to issues when they are created. so the form is imbedded in the ticket for the customers to fill out. 

in admin view (again im not sure if thats the proper term for it, but its the view I see as an admin) if the customer looks at an issue in this view, this is what they see. and the problem with this is we are using a dashboard for customers to view the tickets related to their sites, and if they click any of the info on the widget it takes them to this view. so we are looking at hopefully allowing customers to edit in this view instead of just from the customer portal, otherwise we may have to license them. at one point I changed permissions so customers could leave comments in the admin view on a ticket, so wondering if this is something similar.

in the customer view, they are able to edit/save the form attached to the issue.

[robert cortez]

@Joseph Chung Yin does this clarify some of the points you were curious about? Please let me know. 

[Joseph Chung Yin]

@robert cortez -

Changing the actual configuration for the FORM requires a full agent license + he/she must also be the project administrators by default.  Customer of your JSM projects are not allow to change the configuration.

Hope this makes sense.

Best, Joseph

[robert cortez]

@Joseph Chung Yin 

We dont need customers to change the configuration of the form, we just need them to fill it out and save it. As shown above though, depending on the view, they may not be able to edit the form. The top view is if they arrived at the ticket via the dashboard, and the bottom is if they arrived at the ticket via customer portal. I want them to be able to edit the form in either view. 

[Joseph Chung Yin]

@robert cortez -

Thanks for your update.  Give this a try by changing the FORM's settings - Enable form to be open to allow editing after it is submitted.

Also, you need to ensure that the form is not locked by disabling the "Lock form so that only project admins can reopen it" option.

Here is a reference link on this functionality - https://confluence.atlassian.com/proforma/forms-and-requests-1087521549.html

Hope this helps.

Best, Joseph

[robert cortez]

@Joseph Chung Yin 

yes this option is currently checked and enabled for this form. I am wondering if there is a permission I can change in the project permission settings that will allow this. If I check 'any logged in user' for "administer projects' they are able to edit the form in the admin view, but that is not something we want. 

Its frustrating that there are permissions in the project permissions, that will allow users to manipulate almost every aspect, aside from forms, in this area. 

[Joseph Chung Yin]

@robert cortez -

It seems this is a current limitation with the product.  After further analysis, the current workaround is for agents to reopen the form, and then customers will be able to edit his/her request's form content.  

Granting elevated project permission is not the solution.  Here is the long outstanding enhancement Atlassian case which you can add yourself as a watcher for update - https://jira.atlassian.com/browse/JSDCLOUD-93

Best, Joseph