I can not save a Widget

[Jens Rohleder]

Hi at all,

I'm trying to create a widget. When it comes to save, I always get the message

"We can't save the widget right now. Try again in a little while.".

I think the permissions should be public. What could still be the matter?

Thanks to you

[Andy Heinzer]

Hi Jens,

Sorry to hear about this problem.  I can confirm that the widget can work with with the free versions of Jira Service Desk Cloud.  However out of the box, there is a setting that needs to be enabled before this can work.  Specifically there is a global setting to allow users to create requests without the need for them to login. 

Check out Change global customer permissions.  It explains in step #4 that you can choose if users do not need to be logged in order to send requests.  You will need to set this to a value of Yes before you can create a widget within the project settings.  If you don't then you should get an error message like this one:

But it sounds like you're seeing a different error here.

I took a closer look at your account and your site.  While it looks like you are a site-admin, your account does not appear to be a licensed Jira Service Desk Agent.  I think this might explain the error you are seeing.  While I don't have a complete view of your site, I can tell that your account is not in the default Agent group of jira-servicedesk-users. 

See if you can add yourself to this group and then see if your account can create this widget.

Let us know if that helps.

Andy

[Jack Brickey]

Thanks Andy! Yes indeed that does need to be configured for Widget to work. I think that info is illustrated when setting up the widget if I recall.

[Jens Rohleder]

[Jens Rohleder]

Thanks for your support.

Unfortunately it doesn't work yet. But I have the feeling that we are getting closer.
So I'm now a site admin as well. The settings are now as in the screenshot. There can only be one little thing now. Do you have another idea?

[Jens Rohleder]

Sorry for the german translations. I think you can guess what is there.

[Jens Rohleder]

@Andy Heinzer hi Andy 

can you confirm that my settings in the backend are correct?

Thanks

[Andy Heinzer]

Hi Jens,

That configuration page screenshot looks to be correct to me, thanks for posting that.  I have limited tools into what I can see about your Cloud site configuration right now.  I can see that you are a site-admin, but it still does not look like you are in the jira-servicedesk-users group from what I can see. This is the default user group for Agents in Service Desk.  I'm confident that your account will need to be in that group in order to be able to setup this Service Desk specific feature.

Since you're a site-admin, you should be able to add yourself here.  Check out Update product access settings, specifically your account would need to have that Jira Service Desk product access level before I think you can perform this action yourself.  As a site-admin, you can see project settings for just about all Jira projects, but you don't always explicitly have the permissions needed to say change issues, or access this feature.  But site-admins can typically grant themselves such access.

The only concern I have with you adding yourself here is that with the free plan of Jira Service Desk Cloud, you are limited to only having 3 users in the agent role at any one time.   So I'm not sure if perhaps you might have reached that limit yet.  I can see the two other users in your site, users with the initials C.F. and M.B. both seem to have both the site-admin and this jira-servicedesk-users membership right now.  So that might be one way to get around this would be to ask one of those users to try to create this widget instead.

Try adding yourself, or reaching out to one of those users to see if they can do this.  I hope this helps.

Andy

[Jack Brickey]

It may be that the Widget Feature isn’t supported in free plan. Unsure if that is the case or not. I will see if I can find any data on that.

[Jens Rohleder]

It may be that the Widget Feature isn’t supported in free plan.

It's only because we only have three agents. It should be the complete range of functions, right? I also don't get any information about upgrading to use the feature. I tested it in Firefox and Chrome. Not because of the browser.

[Jack Brickey]

The free plan does have some limitations but I would think the Widget is one of them TBH. Can you try a different browser just for grins?

[Jens Rohleder]

I tested in Firefox and Chrome. Same result. 

Even if I try to change the colors in the portal, they are not accepted. however, no errors are displayed

[Jack Brickey]

just so we are on the same page can you provide a screenshot here of where you are at.