Editing permissions for Customer Portal

[Jack Adams]

Hi there, we have recently migrated from Jira Server to Jira Cloud and are now having some users accessing our instance via the Customer Portal, but it seems once they have raised an issue, they cannot edit it? Is this normal behavior for the customer portal? Editing works fine within the Jira Cloud view (being licensed).

I've had a look around for our project's portal settings but can't see much that can be changed or anything to do with editing. Has anyone got any advice or tips?

Thanks in advance :) 

[Hamza Chundrigar · Accepted solution]

Hi Jack,

Yes, this is the expected behavior. A customer is unable to edit the fields of the request from the portal-view once it has been created/submitted. But licensed agents are able to update the fields from the internal issue view from the service project.

There is a feature request open to allow for this functionality that is currently in review. Feel free to vote and/or watch it here:

• https://jira.atlassian.com/browse/JSDCLOUD-93

As a workaround, the forms functionality available in JSM allows for Jira fields included in the form to be updated even after the request is created if you’ve allowed for it in the settings.

Best regards,

Hamza