Can requesters update their ticket form in JSM?

[Lindsey Jensen]

Hello - our company uses JSM portals to collect customer support requests. When a requester logs in, they can see their open tickets. We would like to know if there is a setting that will allow the requester to edit the original request form - and change their answers. Does anyone know if this is possible?

Thank you in advance!! 

[Riley Venable · Accepted solution]

Yes, it is possible. If you are an admin, you can add a form to a request type's request form which will appear for customers when they raise a request from the portal. Once a form is submitted, it can be reopened for customers to return and update after a request is raised. Learn how to add a form to a request type here: https://support.atlassian.com/jira-service-management-cloud/docs/add-a-form-to-the-portal-form-for-a-request-type/

[Lindsey Jensen]

Hi @Riley Venable  - thanks for your response! Do you know if there's a way to keep the forms open by default? Or does a Jira admin have to click "reopen" on the ticket every time. Much appreciated. 

[Mikael Sandberg]

It depends on if you are using forms on your request form or not. Is you are only using the request form it is currently not possible unless you have an app that allows it. Actions for Jira Service Management is an app that was submitted to Codegeist 22 that allows you to edit fields after the request is submitted.

If you are using Forms then the answer is yes if you leave the form open after the request is submitted.

[Lindsey Jensen]

Thanks for the tip - @Mikael Sandberg. I'll keep this app in mind!