Resolve request form loading error in JSM Cloud customer portal

Summary

Troubleshoot and resolve the issue where request forms fail to load in the customer portal.

Solution

The presence of a Date Time Picker field in the affected request type configuration and the jira.date.time.picker.javascript.format setting in the Advanced Settings section of the cloud site has incorrect/invalid values.

To resolve this problem, find the Advanced Settings section by navigating to Settings > System > General configuration > Advanced Settings or use the link https://<your-domain>.atlassian.net/jira/settings/system/general-configuration.

1. In the Advanced Settings section, scroll down to the jira.date.time.picker.javascript.format setting (5th one from top).

2. Check the Change date and time formats page and add one of the valid formats from the Value of the jira.date.time.picker.javascript.format property column.

3. Click Update to update the format in that field.

4. Access the request form after making the above changes.