Customers unable to raise tickets and get error "This request is only available to users with Jira access."

Summary

Customers unable to raise tickets

Error when trying to open a ticket in the portal:

We couldn't load this request

This request is only available to users with Jira access. Select a different request, or contact your admin.

Environment

Jira Service Management Cloud

Cause

The Affected Services field is one that is only available to users with a license. Linking a form field to this field and making it mandatory would result in the above error.

While forms do support this field but it would still need a license to update it. Customers will see this warning if this field is part of the form but not a required field, they can proceed to create the issue successfully without filling this field

Solution

In the form builder, unlink the Jira field(Affected services) and add the same choices in the form field as that in the Jira field.

This would allow customers to select the Affected Service(and this input is stored in the Form field)

Two solutions to update the Jira field

1. Agents can update this field manually after issue creation. They can verify and update the Jira field based on the value in form.

2. Use automation to update the field

   a. Create a custom Jira field of type Select List (single choice) and update the same values from the Affected Services system field

   Add a new custom field to a service project

   Customize the fields of a request type

   b. Link this field from above to the form field

   c. Create an automation rule to update the system field with the value from the custom field

   Simple rule using IF blocks

   

   Rule using Advance Field Editing using JSON

   
   1 2 3 4 5 { "fields": { "Affected services":[{"id": "{{issue.customfield_10181}}"}] } }