Can customer edit/remove their requests directly from Jira ServicDesk Portal?

[Emil Naghiyev]

Hello, our company has HR-space where employees request permit, remote, and offboarding permissions with the aid of this space. Employees do not directly has access to this project, but they can use the Service Portal to raise a request. 

Sometimes they need to edit or remove their own requests due to the mistake they have done during request. Is it possible to change settings so that reporter can edit/remove their request?

ChatGPT suggests the following, but I do not think it is that easy:

How to Enable Editing from the Portal

To allow users to edit their requests directly from the Service Portal, you need to:

1. Use Workflow Transitions:

   • Add a self-transition (e.g., "Edit Request") to the workflow.

   • Attach a screen with editable fields to this transition.

   • Map the transition to the portal so users can use it as an action.

2. Map the Transition to the Portal Action:

   • Navigate to Project Settings > Request Types.

   • Select the request type.

   • Ensure the "Edit Request" transition is added as a visible action for users in the portal.

[Marc - Devoteam]

Hi @Emil Naghiyev 

Welcome to the community.

On the portal no this is not possible. They can add comments to provide extra information. 

And what the LLM provides is indeed the option you can implement, not as accurate 9but close)

JSM enable portal transitions, see: https://support.atlassian.com/jira-service-management-cloud/docs/show-a-workflow-transition-in-the-portal/ 

[Elitsa Velikova _Nemetschek Bulgaria_]

Hi @Emil Naghiyev ,

You could use forms and leave them open for editing How to allow customers to edit the Jira fields of their portal request using Forms.

Alternatively, you can take a look at third-party apps that can do that, for example our app Modify My Request.

Best regards,

Elitsa

[Kris Dewachter]

Hi @Emil Naghiyev ,

As @Marc - Devoteam alsready mentioned, it's not possible for a customer to edit their request in the portal. They can only add comments.

They also can not delete a ticket in the portal, but you could provide a transition for them in the portal to transition a ticket to status "Cancelled" or something. Adding a screen with editable fields will not work in the portal.

In general, I don't recommend customers just editing or deleting their requests. An agent might already be working on it.

Best regards,

Kris