Assets dropdown broken on mobile portal

[Evan Converse]

Issue:
As of today (June 15, 2026), the Assets object picker field on our customer portal form is completely non-functional on mobile browsers. Tapping the dropdown does nothing, doesn't allow text to be entered, no animation, northing. Multiple colleagues have confirmed the same behavior across devices, different browsers, etc. 

The field works perfectly on desktop browsers. Nothing changed in our configuration.

What we've tried:

• Confirmed with multiple users on different mobile devices
• Verified no form or custom field changes were made on our end
• Checked the Atlassian status page — JSM Web is currently showing Partial Outage with an unresolved incident since June 9 (incident 2mz9pfsq0vj1), not sure if its related. 

Details:

• Field type: Assets object picker (custom field)
• Form: Internal-facing JSM portal form
• Affected: All mobile browsers tested
• Not affected: Desktop browsers

[Samuil Enchev]

Hi @Evan Converse

Thanks for the detailed report. It’s really helpful that you’ve already ruled out configuration changes and tested across multiple devices.

You hit the nail on the head with your research. This is a known limitation currently tracked in https://jira.atlassian.com/browse/JSDCLOUD-12466.

Assets object picker fields are not yet fully supported for mobile browsers in the JSM portal. This results in the behavior you're seeing, where the dropdown fails to render or becomes completely non-interactive on mobile devices while working perfectly on desktop.

What you can do now:
The most reliable workaround is to have users switch their mobile browser to "Request Desktop Site" mode. This forces the field to use the desktop rendering logic, which should allow the dropdown to function.

Please vote for and watch the bug ticket linked above. This is the best way to stay updated on progress and helps our product teams prioritize a permanent fix for mobile support.

Best,
Samuil

[Arkadiusz Wroblewski]

Hello and welcome to Atlassian Community @Evan Converse 👋

As you are on Enterprise, Atlassian Support should be able to check whether this is a recent regression or tenant-specific frontend issue.

I also flagged this for Atlassian visibility.

Best,

Arkadiusz🤠☀️