Unable to access the Smart Form

[Kanta Haque]

We are experiencing issues accessing the Smart Form section of the Jira Management Service. Each attempt returns the following error message:

“Something goes wrong. We can’t load this page. Please reload the page.”

We have tried refreshing the page and using different browsers, but the problem persists. Could you please let us know if there is an ongoing outage or if additional troubleshooting is recommended?

[Joseph Chung Yin]

@Kanta Haque 

I believe "Smart Forms" is a third party add-on for JSM implementation.  I would also recommend you to reach out to vendor further for assistance -

https://saasjet.atlassian.net/servicedesk/customer/portals

Unless you are referring to other functionality when you said "Smart Form" section, if so, please take a screenshot to allow us to further take a look.

Best, Joseph

[Rohit Mane]

First check the customer permission links:

Project settings → Customer permissions

Then please ensure your email/user account has access to the portal.

You can access forms "Space settings → Request types → (Select request type) → Forms".

[Hari Krishna]

Hi @Kanta Haque ,

This doesn’t look like a browser issue. When Smart Forms shows this message, it’s usually because Jira Service Management is unable to load the form configuration in the background.

First, please check that the user has the right permissions (Project Admin or access to manage request forms). If permissions are fine, try opening Smart Forms from another project to see if the issue is project-specific.

If it fails across projects, it’s likely a temporary backend issue rather than an outage (global outages are normally shown on the Atlassian status page). Logging out and back in or trying again after some time sometimes resolves it.

If the issue continues, this would need Atlassian Support to investigate, as they can check backend errors for the Smart Form service.