Customer Actions overview

Customer Actions gives customers a form on the request view of the customer portal. In the form, a customer changes their own request: edits chosen fields, adds files, links work items, or moves the request to another status, for example to escalate, close, or reopen it. An agent no longer has to make these changes for them. The feature was previously called Edit Request.

What a form can do

You build each form from objects in the form designer:

• Fields: Jira fields the customer can edit. See Create a form and Supported fields.
• Attachments: the customer adds and removes files. See Attachments.
• Linked work items: the customer links and unlinks work items. See Linked work items.
• Assets: the customer changes the assets of the request. See Assets fields.
• Status: the customer changes the status of the request or performs a workflow transition. See Status changes.

After the customer saves the form, Feature Bundle can add a comment to the request that lists what changed. You can also limit how many times a form can be saved. See Create a form.

Where forms appear

A form appears as a link in one zone of the request view:

• Side: the right column of the request view. This is the default.
• Top: above the request summary.
• Center: the main column of the request view.

Customers select the link to open the form in a dialog. See Forms on the portal. Which zones show Customer Actions in a space is set in App Configuration.

Where to set it up

You set up forms in service spaces. Go to Space settings > Apps > Feature Bundle > Customer Actions. You need to be both an administrator of the space and a service desk agent in it. A space can have several forms, and several forms can be available on the same request.

Without an active license the portal shows no form links, and you can still edit the forms. See What happens without an active license?