Request form with Forms on open portal not loading in JSM Cloud

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

Summary

When attempting to access a Request form linked to Forms containing a required Assets object within an Open Portal in a Jira Service Management Cloud project, an error message is displayed, and the form remains inaccessible.

Error message

We couldn't load this request

Log in with a valid account to access, or select a different request.

Environment

Jira Service Management - Cloud

Diagnosis

Assets Objects field type required in the JSM Forms associated with the request type.

Cause

Assests fields are not available for anonymous users in the Portal. This is a feature request suggested in our public tracker.

  • JSDCLOUD-10006 - As an Admin I want to allow anonymous user to be able to view and select options in an Assets Objects field in the Help Center (Portal)
  • JSDCLOUD-13422 - Ability to use Assets custom field for non login or login free customer portal

Solution

Ensure the field is not required;

Or you can follow the workaround below:

  1. Create a select list custom field and add all the objects as the data.
  2. Then, create automation to update the Assets object custom field according to the custom field value.
Last modified on Jan 29, 2025

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