Fix Required Fields Blocking Ticket Submission in JSM Cloud
Platform Notice: Cloud Only - This article only applies to Atlassian products on the cloud platform.
Summary
Portal-only customers may encounter issues submitting tickets due to missing error messages. Learn how to resolve this and ensure successful ticket creation.
Solution
Identify the affected custom field
When clicking Send button, nothing happens and no new ticket is created. If you open the Network console, there will be the following error as a response tab.
{"errors":[{"errorMessage":"Please provide a value for required field 'Affected services'","field":"customfield_ID"}],"reasonKey":"validation.error","reasonCode":"400"}{"errors":[ {"errorMessage":"Please provide a value for required field 'Field_name'","field":"customfield_number"}], "reasonKey":"validation.error","reasonCode":"400"}
This happens when a system field or custom field is marked as required but hidden from the form.
A common scenario is when the service project lists the Affected Services field as required; however, this field is only visible to licensed users (i.e. agents or collaborators). When portal-only customers attempt to create a new ticket via the portal, Affected Services isn't available to be selected.
Mark the field as optional
To fix this:
Identify the custom field using the field_number from the console logs.
On the UI: Use this URL https://<yourinstanceurl>/secure/admin/ConfigureCustomField!default.jspa?customFieldId=<number>).
On an issue: Use the following URL to view the JSON representation https://<yourinstanceurl>/rest/api/2/issue/<issuekey>?expand=names.
You can either hide the field from the portal and set a preset value (while keeping it required). Or set the respective field as not required using the steps below:
Field configuration
Navigate to Project Settings > Issue Types > Field Configuration to change the affected field from Required to Optional.
Request type
Project Settings > Request management > Request Types.
Find and click on the affected request type.
Under the Request Form tab, find the affected field.
You can remove it, hide it with a preset value (if you wish to keep it as required), or mark it as not required by unticking the "Required" checkbox.
Save changes.
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