Is there a future enhancement where the Reporter can still modify the request after submission?

[Joemar Tactay]

Is there a future enhancement specially on the description field that could allow the Reporter to update again the ticket after it has been raised/submitted? This will be useful as we are using the Jira workflow with approval process and any additional changes resulting from the approval process can easily add or update in the Description field.  At the moment we only advise the Reporter to put any additional changes or updates in the Comments which can be overlooked.

[Kate Pawlak _Appsvio_]

Hi @Joemar Tactay ,

It's not possible to achieve it using JSM native functionalities. But you can allow customers to edit their requests thanks to the app developed by my team called Feature Bundle for Jira Service Management. In the project configuration, you can define which fields, when, and by whom can be edited on the customer portal.

As now it's Apptoberfest time, we prepared an app demo for this occasion. You can find it here: 🍻🍂 Cheers to Apptoberfest! Demo: Edit request with Feature Bundle 🍻🍂

I hope that you'll find it useful.

Best regards,

Kate

Chief Product Officer & Co-founder @Appsvio | Atlassian Community Leader

[Joemar Tactay]

Hi Kate,

Thanks for suggestions. Just wondering what will be the process after we tried the 1 month trial and if we decided not the one we are looking for? 

Thanks again,

Joemar

[Kate Pawlak _Appsvio_]

You can always stop the trial and uninstall the app from your instance. 

[Walter Buggenhout]

Hi @Joemar Tactay,

Currently not, as far as I know. If you notice something that was not entirely correct after you created a ticket, the current practice is to quickly report that as a comment on the original ticket. Communication is the main focus on handling tickets in JSM between parties involved.

As a potential workaround: if you use the integrated forms feature when you design your request forms, these embedded forms have a status. They can be closed/reopened or kept open as long as required. When a form is not closed, users should still be able to interact with them. So there may be an option there ...

Hope this helps!