How Customers Can Edit Requests in Jira Service Management

In Jira Service Management, customers can’t change a request’s fields after they submit it. They can add a comment and wait for an agent to update the request, or edit an attached form if the team reopens it. With Feature Bundle, customers get an Edit Request button on the portal and fix the fields themselves.

Why Customers Need to Edit Requests

Probably each of us likes to be independent. Not only during the purchase but also afterward. Gilles Muys, VP of Customer Solutions at Simplus, in his article for Forbes, emphasizes the importance of self-service: (…) it’s easier for that customer to deal with you, the supplier, because customers can handle it on their own.

For example online shopping allows us to have almost everything at our fingertips. Do you remember when you had to make a complaint about the purchased item? You were filling out a long form and only after submitting it did you notice a typo. Or maybe you couldn’t find the transaction number which caused you to postpone the problem report? Customers in this situation feel frustrated, because a simple fix means contacting an agent again. All because of the lack of “edit” feature in the request which has been already sent. That is why it is so important to ensure a good customer experience at every stage of cooperation with the client.

Can Customers Edit Requests in Jira Service Management?

After creating the request on the customer portal, the customer has access to his request (on Request Details View). If he wants to make any changes, he can leave a comment. The assigned agent can update the ticket and correct the previously entered values. If the client remembers something else or notices inaccuracies or errors, he must leave another comment for the agent. You can imagine that this is not the most efficient way.

Many Jira Service Management users ask for this: the suggestion JSDCLOUD-93 has 816 votes and is still open (October 2026). As a native workaround, Atlassian suggests Forms: an agent or an automation rule reopens the form attached to the request, and the customer edits and submits it again. This works for fields in the form, but every edit needs the form to be reopened first.

Happy Customer = Happy Agent

When analyzing the requests that appear in our support team, we noticed that customers most often make errors in the basic fields available on the form:

• Summary
• Description
• Priority

They must then leave comments asking for a correction because the possibility to edit requests is not available to them. This causes them frustration (completely unnecessary!). Therefore, we decided to solve this problem first. Let them correct their errors themselves! Before we added editing, our app, Feature Bundle, already gave customers more information on the portal:

• showing the request workflow;
• displaying Assignee, dates (Created, Updated, Resolved), Resolution;
• communicating relevant information through customizable banners.

We decided it was high time to give our clients something more than information. Our customers deserve to get self-service and be independent of the agent.

How to Set Up Edit Request With Feature Bundle

Edit Request is one of Feature Bundle’s customer actions. After installing the app, a space administrator can configure it. By default, only the reporter can edit their request, but you can also allow request participants, organizations, and approvers. With JQL, you decide when editing is available, for example only while the request is Open or for 60 minutes after it’s created.

You can allow people from the organization and Request Participants to do so. Then, the administrator selects which fields on the ticket can be updated after it has been created. Below you can find some of them:

• Summary
• Description
• Priority
• Reporter
• Due Date
• Components
• Custom fields (user picker, text, select, date picker, date time picker, checkbox, etc.)
• Status (for example, to escalate a request)
• Comment

The list of supported fields you can find in our documentation. On the Request Details View, the active functionality is visible as the Edit Request button. After the customer clicks Save, the request is updated. Feature Bundle can also add an internal or public comment that lists the edited fields, so agents see the change without checking the history.

Summary

Customers make mistakes in forms, and fixing them through comments costs both sides time. Jira Service Management lets you reopen forms for editing. Feature Bundle adds an Edit Request button for the fields you choose, so customers can fix their requests whenever they need to.

We’ll be happy to organize a short demo for you and talk about your requirements. Don’t hesitate to book a session via calendly

This article was updated on October 20, 2026.