Can the submitter of a service desk issue edit/update it via the ServiceDesk portal?

[Fred Gruhn]

We're configuring our ServiceDesk instance to track internal IT work items (changes, releases, etc.). The majority of these chagnes are being submitted via the ServiceDesk portal. 

I would like to grant the ability for the Reporter to be able to edit a previously submitted issue. Example, a release request item is submitted with the incorrect date/time. I would like the Reporter (submitter) to be able to make the correction. 

I've searched the documentation and have not found if this is even possible. A screenshot from my test enviornment is below. 

[Walter Buggenhout]

Hi Fred,

No, unfortunately that is not possible out of the box. Given your screenshot, there's two ways to work around the issue:

• Your reporter can comment on the request and in that way add additional information to the request. The info will be added to the issue as a comment.
• You have exposed a number of transitions on the portal. So your reporter has the ability to cancel the request and create a new, corrected one instead.

If those workarounds are not sufficient, you could have a look at the add-on Actions for JIRA Service Desk. The add-on allows you to add screens to a transition from the Service Desk portal. By extending your workflow with a transition from a relevant status to itself (e.g. open to open) and determining the fields the reporter is allowed to update through the add-on, you can make it work.