Dacha’s Portal Utils: Screens and Fields plugin has Issue Actions – a powerful feature that allows JSM customers to:
- Edit requests from the customer portal
- Transition requests to other statuses and provide extra data (like a JSM agent)
- Encourage users to provide more details on the current request from the customer portal
Without Issue Actions, customers can use only comments to provide extra information or forms.
How to configure?
Issue Action is a special feature that can be added from the Edit Workflow page.
- Navigate to Workflows:
- Go to Jira Settings (cog icon) > Issues.
- In the left-hand menu, click on Workflows.
- Find the Workflow:
- You'll see a list of workflows. Find the workflow you want to edit.
- If the workflow is active (in use), you'll need to copy it first because active workflows cannot be directly edited.
- Edit the Workflow:
- Select Edit next to the workflow you want to edit.
Simply click on any transition and check the box labeled Show action on Customer Portal. You can also choose an icon to associate with this action, which will be displayed next to the transition name. Please don’t confuse it with the Show transition in the Customer Portal checkbox. This is built-in JSM feature that just exposes transition to the customer portal.
In the example below, we’re making Escalate this issue workflow transition visible for users from customer portal.
After saving workflow, issue action is appeared automatically.
If Issue Action is not shown, please check workflow conditions. Read more about editing workflow here.
Adding Issue Screen
Your issue transition is available in the customer portal. Not so useful on its own, right?
Here’s where the magic happens: you can add an issue screen to your transition, and that screen will be displayed instead of modal with single comment field.
With issue screens you can apply workflow validators and check user input before submit.
Restrictions and common mistakes
We can not put all fields to customer portal because they may violate project permissions or some of them are completely useless on portal.
These fields are not allowed to be edited:
- Summary (we’re working on it)
- Jira Assets Fields (we’re working on it)
- User Pickers (we’re working on it)
- Issue Type
- Attachments
- Components
- Time Spent
- Labels
- Assignee
- Reporter
- Issue Links
- Affected Versions / Fixed Versions
Fields from 3rd party plugins may not work, but we’re happy to help you and provide more compatibility. If you have any questions, please create a support request here.
Scriptrunner Behaviours
Unfortunately, ScriptRunner Behaviours do not work with issue screens on the portal. Please consider using Jira workflow validators instead of ScriptRunner Behaviours, or create a support request here.
Mixing Issue Actions with JSM transitions
Please don’t confuse Show action on Customer Portal with the Show transition in the Customer Portal checkbox. This is built-in JSM feature that just exposes transition to the customer portal.
Mixing these features doesn’t lead to any problems, but it may confuse your customers.
Editing workflow from Project Settings page
We restrict editing issue actions and status messages from the project settings page because exposing issue screens may lead to security breaches. Actions like this should be validated by Jira Administrator. However, this topic is under discussion now. If you have any suggestions, please create request here.