Hi @Shanthi Ramagopal ,
I think this is a common surprise with JSM. Forms in Jira Service Management are always attached to a request type on the customer portal, and by default the portal requires customers to log in. But you can turn that off so anyone can open the link and fill it out without an account.
Two settings need to be flipped, and both require site admin permission:
Site level: Gear icon (top right), then Products, then Jira Service Management Configuration. Look for the option that says "Customers can access and send requests from the portal without logging in" and turn it on. This just makes anonymous access possible on the site, it doesn't turn it on for any project yet.
Project level: Go into your service project, then Project settings, then Customer permissions. Under "Who can access the portal and send requests", choose Anyone (or Open, depending on your UI version). Save.
After that, share the request URL /portal/X/create/Y. Customers will land straight on the form, no login screen. I think they'll still need to type an email in the form so you have somewhere to send the reply, and JSM silently creates a customer record from it, but from their side it feels like just filling out a form.
One thing to know: this opens the whole portal to the web, not just that one form. If you want a single-form public URL and nothing else exposed, that's not something JSM does natively, you'd need a Marketplace app.
Give it a try and let us know how it goes.
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