how to give the customer the Ability to edit the details of the issue raised by him

[Alaa shamas]

how to give the customer the Ability to edit the details of the issue raised by him

[Nic Brough -Adaptavist- · Accepted solution]

Customers raise requests, not issues.  The issues live behind the Requests in the background and are for Agents and participants to work on, not customers.

To give a customer edit access to the issues behind their requests, you will have to grant them full Jira access and make them a participant.

[Alaa shamas]

Thank your for your reply Nic , Sorry what I mean is that when a customer report a Bug , in case he made a mistake in the description or he want to add more text to the description after submitting it , is there a way to do it or he need to use the comments?

[Sloan]

Hi @Alaa shamas

The customer has to send a comment.

[Nic Brough -Adaptavist-]

Yep, it's up to the agent to deal with issue changes on the base of what the customer says in comments.

[Dzmitry Hryb _Deviniti_]

Hi @Alaa shamas,

As it was mentioned in the previous replies, the customers need to submit edits in the comments section by default. But we at Deviniti have developed a tool which allows to do what you've asked for, and even more. It is Actions for Jira Service Desk - a small app that enables workflow actions with transition screens on your Customer Portal to implement ITIL best practices with Jira Service Desk. One of such actions is allowing users to edit their own requests by creating a transition to the same status.

I'm here for you if you have questions, or you can go directly to our Support webpage and talk to our team via LiveChat.

Good luck!