Create a second ticket in service desk without log in

[Vera_wyss]

Hello :)

A customer has created a ticket in Jira Service Desk and now wants to create another ticket, but the following error message always appears (even though all required fields have been filled in). The customer is not logged in. Why is this not working and how can I solve the problem without the customer having to log in first?

Can anyone help me or know what the problem is?

Thanks and best regards, Vera

[Stephen_Lugton]

Hi @Vera_wyss 

If all the required fields are filled in then have they checked that what they've entered is in the correct format?

Without more information it's hard to help you, we would need to know how they created the ticket, what type of fields are required etc.

Have you been able to replicate the issue yourself?

[Vera_wyss]

Hi @Stephen_Lugton 

Yes, all mandatory fields have been filled in and the entry is correct. I have reproduced everything and the same error appears when I want to open a second ticket and do not have a login.

Does the image below help you?

Best regards, Vera

[Stephen_Lugton]

@Vera_wyss 

Has this happened before, or have customers been able to create 2 or more tickets in the past?

[Vera_wyss]

@Stephen_Lugton Unfortunately, I don't know. We don't currently have the service desk, including the login-free portal, active, but we would like to switch from email to the service desk. I am currently testing everything and have noticed this. 

[Stephen_Lugton]

For such as simple form, with only 3 required fields, there isn't much to go wrong.

My initial thought would be that it's related to the verification you're using with having to enter a word, try again after a few minutes and see if leaving a bit longer between ticket attempts works.

There is also the possibility that the since the Cloudflare Global Network is currently experiencing issues it's related to that rather than your portal, especially if the verification is using Cloudflare

[Vera_wyss]

@Stephen_LugtonThanks for your feedback. It doesn't matter how long I wait, I tried it this morning and it still doesn't work. Even though ticket 1 is closed, I can't create a new one with the same address.

Can you describe the Cloudfare thing in more detail?