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

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.

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.