Customer Actions: Updating missing details
It’s a classic support hurdle: a customer submits a request, but a crucial piece of data—like a software version or a specific asset ID—is missing. Usually, this results in a long comment thread and manual data entry for the agent. By using customer actions to allow post-creation updates, the Jira portal stays organized, and the data goes exactly where it belongs: into the fields.
The Scenario: Software Request Gap
Tom, our graphic designer, just got his new laptop. Now, he needs to request a paid license for his design software. He submits the ticket in a hurry but forgets to specify which version he needs or which laptop the software should be assigned to.
Instead of the agent having to ask for these details in a comment—and then manually copying Tom’s reply into the “Asset” field—Tom can simply click a “Provide Additional Info” button on the self service customer portal. He selects the software version and links his new laptop asset directly. The ticket is instantly updated, and the agent has everything they need to click “Approve.”
How to set it up: 4 simple steps
Improving data quality in Jira Service Management is a quick win for any admin:
Identify the gaps: Determine which fields are frequently left blank or need updates (e.g., Software Version, Department, or Jira Assets).
Build the action: Create a new customer action specifically for “Providing Missing Details.”
Choose the fields: Add only the necessary fields to this specific action dialog to keep the Jira customer portal view clean.
Deploy and automate: Once Tom updates the fields via the portal, any linked automation—like auto-approval based on the asset type—can trigger immediately because the data is in a field, not a comment.
Why it’s a game-changer
Clean request history:
You no longer have to dig through ten comments to find a single license key. The Jira portal shows the final, correct data in the sidebar.
Massive agent time savings:
Agents stop acting as “data entry clerks.” They don’t have to copy-paste information from comments into fields to keep their reports accurate.
Automation-friendly data:
Automated workflows in customer portal rely on field values. By getting users to fill fields via customer actions, your automations actually work the first time.
Polished user experience:
Providing a structured way to fix a request makes the self service customer portal feel intuitive and professional.
Architect your data flow
Allowing users to update missing info is a great first step toward a “Zero-Touch” service desk. The ITSM Handbook explores how to use these actions alongside Jira Assets for complex procurement and lifecycle management.