Embedded widget ask login instead of redirecting to the form

[Soporte Mesa de ayuda]

i've got a project that has the portal open and widget enabled, but, every time i try to use the script, it redirects me to the login page instead of the form i defined as default. Any suggestions?

[Olha Yevdokymova_SaaSJet]

Hi @Soporte Mesa de ayuda ,

The embedded JSM widget uses the same access rules as your portal, so if it’s redirecting to the login screen instead of showing the default request form, it usually means Jira still thinks the request requires an authenticated customer.

A few things to check:

1. Confirm the project really allows anonymous requests

Go to the service project where the form lives:

1. Project settings → Customer permissions

   • “Who can raise requests?” should be set to

     Anyone can send a request via the portal or email

   • If it’s set to Customers added to the project only, the widget will always prompt for login.

2. In Jira administration → Products → Jira Service Management → Configuration (Customer access), check:

   • Allow customers to create accounts and access the help center without logging in, or at least

   • Allow them to sign up themselves (not just “by agents and admins only”).

If either of these is locked down, the widget will send users to the login screen even if it “looks” like the portal is open.

2. Make sure the widget’s default request type is in that open project

In Project settings → Channels → Widget:

• Check that the default request type you selected is from the same project where:

  • Portal is open to “Anyone on the web”

  • The request type is visible on the portal (not hidden)

If you use a request type from a more restricted project, the widget will redirect to login for that specific form.

3. Check you’re using the correct widget script & domain

On the site where you embedded the widget:

• Ensure the script snippet you pasted is exactly the one from your JSM project’s Widget settings (base URL, key, and environment all correct).

• If you copied the script from another environment (e.g., sandbox vs prod), it can behave like a “logged-out” portal and send you to login.

4. What’s not possible natively

One limitation: even with an “open” portal, JSM still requires login for:

• Viewing request details

• Adding comments as the reporter

The widget can let users submit a request anonymously (if configured), but it can’t bypass those authenticated actions.

Alternative approach you might consider (no login at all)

If your goal is simply “let people fill a form on our site and create a Jira/JSM ticket without any account or login prompt”, another approach you might consider is using Smart Forms for Jira (an app developed by my team):

• You build a form once in Jira

• Share it via a public link or embed it directly on your website/portal (like a Google Form)

• Each submission can create a Jira/JSM work item with fields mapped from form answers

• External users never see an Atlassian login page; they just fill the form and submit

That’s useful when you want a fully unauthenticated “contact/help” form but still want the request to land in Jira/JSM.

[Soporte Mesa de ayuda]

To add it up, the previous one that was working, redirects to the same log in.

[Marc -Devoteam-]

Hi @Soporte Mesa de ayuda 

Welcome to the community.

What are you trying to accomplish?

A widget can be placed on other sites, not on the portal itself.

Are the customer permissions set correct?

[Soporte Mesa de ayuda]

Hello there,

i placed on the other website, but it asks for login, even though i open de project and let enabled "Los clientes pueden enviar solicitudes y acceder a ellas desde el portal sin tener que iniciar sesión" to check it wasn't privacy issue.

[Marc -Devoteam-]

Hi @Soporte Mesa de ayuda 

Have you setv the following settings on your project: 

1. From your service project, select Space settings, then Access, then Customer permissions.
2. Under Channel access, choose Open.