Keep form open so that anyone can edit and submit it after the issue is created ,only works once for

[Rik Fisk]

Hi I have a form and it is set up for "Keep form open so that anyone can edit and submit it after the issue is created". The user creates the request filling in the form which has mandatory fields and some fields linked to JIRA fields. At this point the issue is just newly created and in the first status of the workflow. The creator then edits the form again and this works. After this the edit button disappears ? Is this bug ? Looks like you only get one chance to edit it ?

On the agent side you can keep editing the form no problem.

[Brant Schroeder · Accepted solution]

@Rik Fisk That is not a bug.  Once the form has been edited then an agent or admin (depending on the settings) would have to reopen the form for the reporter to answer it again.  If an agent reopens the form and wants the reporter to edit it they can just close it without saving it.  This prevents information being changed and the support team missing it.  At some point I would think you would want to freeze the content of the form so you can work the issue.  I know that it can be a little confusing when I first started using it I had to play around to figure a couple of things out.  Let me know if you have any additional questions.

[Rik Fisk]

yes but thats not what this setting says ? Its says so anyone can edit it ? or am I missing something

[Brant Schroeder]

Anyone can edit one time.  Then it needs to be reopened.  I agree it is a little confusing but that is how it works.

[Rik Fisk]

thanks ! at least there is an option to re-open it.

[Laura Colon]

hi @Brant Schroeder   I have an issue, where my team does not to have the ability to re-open the form.  I am the only one that can re-open it and when I re-open it no one else can edit it.  I checked and their settings in the jira project is the same as mine.  

In the settings I have the form set up as Submit but do not lock the form.  Is there another setting that I should use to allow others to re-open the form?

[robert cortez]

My project has a form that needs to be updated as certain processes happen at certain stages, and we have to reopen the form to be edited at least once through the progression of the issue. We haven't launched this project/form yet, but this is a major red flag for it. Hoping to get a better solution for this

[Paulina Schneider]

Hi @Brant Schroeder , according to this article, there are both choices.

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

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

https://confluence.atlassian.com/jirakb/how-to-allow-customers-to-edit-the-jira-fields-of-their-portal-request-using-forms-1206790318.html

That contradicts the statement above, no?

[Paulina Schneider]

I tried it out ad have the same problem, the form keeps locking after submission. Is there a workaround or other setting to consider to keep the form open long term/despite submission?

[Justin Cox]

If they hit "Save" instead of "Submit" on the form, it edits the form on the ticket itself and is visible on both the customer portal and the agent view, and allows for further editing. Hitting Submit closes the form for editing. Seems as if the setting for "Keep this form open for edits" wasn't meant for after hitting Submit on the form, but after the Ticket itself has been submitted. The wording is a bit off or it's not working as intended.

[Sunil Aggarwal]

Thanks @Justin Cox . If the customer clicks "Save Draft" instead of submit it stays open. Very silly terminology something ill have to train customers on