Troubleshoot Customer Portal Request Submission Problems

Platform Notice: Cloud - This article applies to Atlassian products on the cloud platform.

Summary

When a user tries to create a request via the portal but something fails, there is no error or something that lets the user know the reason for that, so further troubleshooting has to be done to identify the cause.

Opening the Network Tab on the Browser

Safari

Before you can access the developer console in Safari, you first need to enable the Developer Menu. To do that, go into Safari's preferences (Safari Menu > Preferences) and select the Advanced Tab.

Once that menu is enabled, you will find the developer console by clicking on Develop > Show Javascript Console.

You can also use the shortcut Option +  + C.

Google Chrome

To open the developer console in Google Chrome, open the Chrome Menu in the upper-right-hand corner of the browser window and select More Tools > Developer Tools.

You can also use Option +  + J (on macOS), or Shift + CTRL + J (on Windows/Linux).

Firefox

To open the developer console in Firefox, click on the Firefox Menu in the upper-right-hand corner of the browser and select More Tools > Browser Console.

You can also use the shortcut Shift +  + J (on macOS) or Shift + CTRL + J (on Windows/Linux).

Common causes for requests not being created

There are different possible root causes for not being able to create the request, below 3 different reasons:

Reporter field on Jira Forms

If a Jira Form includes a non-required Form field that is linked to the Jira Field Reporter, and if a user tries to create a Request having the field empty, it will throw an error on the console saying that the Email address is invalid. In order to fix it, the Form field should be configured as Required because the Reporter field can't be sent as empty.

[
    {
        "errorMessage": " is not a valid email address",
        "field": "reporter"
    }
]

How to fix it:

  1. Go to Project Settings > Forms.
  2. Select the Form used in the Request Type.
  3. Identify the Form field which is linked to the Reporter Jira Field.
  4. Mark the option Response Required.
  5. Save the changes.

Using the Affected Services field on the Request Form

The Affected Services field in the portal can only be viewed by licensed users, so if a customer tries to create a request having that field, it will return an error at the console:

[
    {
        "errorMessage": " Please provide a value for required field 'Affected Channels'",
        "field": "customfield_XXXX"
    }
]

The solution is to remove the Affected Services field from the Request form or to make it optional.

We have an open Feature request to Allow the use of the Affected Services field for portal-only Accounts:

Using a User Picker with a default value

When a user configured as the default value of a User Picker field that is added to a Request Form is removed from the site, it will return an error and the request won't be created. 

How to fix it:

  1. Click on the Cog Icon > Issues.
  2. In the left sidebar, select Custom Fields.
  3. Search for your custom field and click on ••• next to it.
  4. Click on Contexts and Default Value.
  5. Click on Edit Default Value.
  6. Select the New value and save it.


This issue can happen for any Required field, in both the Customer Portal and the Create Issue screen for a Service Project. In other words, when a field is marked as Required in the field configuration, but is not added to the screens, the user would not be able to enter a value for that field when creating the issue but validation would fail internally and no error would be shown to the user. The error can only be found in the developer console log as explained earlier. In such cases, the solution would be to either mark that field as Optional in the field configuration or to add the field to the screens so user can enter a value.

Please note these are just a few reasons of why a Request fails during the creation process, if none of the options above fixes the problem, please feel free to raise a Support Request.


Last modified on Feb 14, 2025

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