Creating A Shareable Form Link - No Portal Access

[Chris Clay]

Hi,

I work for an organisation that has JIRA Standard (will soon upgrade to premium), along with JIRA Service Management and JIRA Work Management\Software.

We have a portal where we have a number of internal users being able to submit requests to different spaces however I now need to create a space where we want to invite external users to submit requests.

If i send a portal link, it's possible for users to navigate to other spaces on the portal and log tickets there. 

Is it possible to create a form under a request type, and then share out only a link to the form so the external users are not able to able to navigate anywhere else. I was looking at domain control, however i can't guarantee what domains these external users will come from. 

I have looked at the forms, and using articles online can see there is a settings tab in a form where i can turn on a "Create A Shareable Link", select a request type to associate it to and then copy the link. This works for myself when i use it in a standard browser, but if i try Incognito, it just shows a blank screen. 

I should mention, the space I'm editing is Open and not restricted. 

Ideally, without 3rd party apps, what is the best way to create a form that allows for any external user to submit work requests?

[Chris Clay · Accepted solution]

Hi @Marc -Devoteam- 

That's great, thank you. 

After posting yesterday, I actually saw that you can have multiple help-centers in Premium so am pushing for us to get upgraded asap. 

We're going to implement domain control too, but think this may take us longer to implement with our current setup and use-cases around the business. But certainly I want to have that setup.

Thank you so much, if i can get us upgraded to premium sooner rather than later then we'll be winning.

Thanks,
Chris

[Marc -Devoteam-]

HI @Chris Clay 

You could look at add-or-remove-restrictions-on-request-types or when you have moved to a premium subscription, check create-and-manage-help-centers 

Or look at the general Custom Access settings in your instance; change-global-customer-permissions 

You could enable Internal access and list the domain for internal users, then change the JSM space permission to restricted, so only internal users can access these portals.

[Marc -Devoteam-]

Hi @Chris Clay 

If my answer helped, you please accept.

This will also help others, with a similar quesiton.

[Olha Yevdokymova_SaaSJet]

Hi @Chris Clay 

Short answer: there’s no native way to give completely anonymous external users access to just one request form without them having some kind of customer account.

A few key points to clear up what you’re seeing:

• The “Create a shareable link” option in JSM Forms does not mean public/anonymous access.

• It still expects the user to be authenticated as a portal customer.

• That’s why it works for you in a normal session (you’re logged in), but shows blank in Incognito (no authentication).

Even if the project is “Open,” JSM still requires the person to be:

• Logged in, and

• Recognized as a customer (or allowed to self-sign-up, if enabled)

There isn’t a supported way to expose just one request type form to fully anonymous users while preventing navigation to the rest of the portal.

Domain control won’t help much here either unless you can guarantee domains, and even then users still need accounts.

What are your native options?

1️⃣ Allow customer self-sign-up (most common)

Enable “Customers can create accounts” in JSM.

Then:

• Share the specific request type link

• Users create an account

• They can submit requests

2️⃣ Use email channel

You could:

• Provide a dedicated support email

• Let JSM create tickets from email

This avoids portal navigation completely, but you lose structured form validation.

You cannot:

• Expose a single JSM request form publicly

• Prevent portal navigation entirely

• Allow totally anonymous ticket creation via portal

JSM is intentionally built around authenticated customers.

If your requirement is truly:

• Any external user

• No account required

• One form only

• No portal navigation

• Structured intake

This is where people usually use a public form layer.

For example, with Smart Forms for Jira (built by my team), you can:

• Create a form

• Share it with a link externally without the need to login at all

• Associate it to a JSM request type

• Generate a public link no-login link for form submissions

• Update existing work items or create completely new

• Allow completely external, no-login submissions

• Create real JSM tickets in the background

• Embed the form on a website

That gives you exactly the “single exposed form” behavior you’re describing — without exposing the rest of the portal.