How do i get the shareable link for a form to work publicly?

[Dave Knudson]

The Issue collector we were using over the weekend stopped working. We get a generic "you must specify a summary of the issue", most likely caused by a now required field we are not passing. I have found no way to alter the Template used to include that field so we are stuck.

I am trying to move over to Forms. Under the space settings, I created a form. Under restrictions it shows an unlocked lock. Under Actions, Edit, i had attachments for that form but saw somewhere that is a restricted field so i removed it.

when i go into the form, and settings, i have both Locations on and report a system problem checked for the request type.

Attach to request types

Create a shareable link

They are both green as described above

all preferences are black (not on)

When i copy the shareable link, and used incognito to test, it prompted me to enter my outside email address. I did so and created a password.

The link is "https://ourjirainstance.net/jira/forms/create

When i login with my user and password, i get the following

I cant seem to get the screen shots to save in here so this is what it says:

Try a different Account

email address doesnt have access to Jira on companywebsite.net

Log in to another account

Log out

Atlassian

One account for Jira, Confluence, Trello and more

My ticketing system is Hard down. I need help ASAP

Thanks in advance

[Shalini Pradhan]

Hello @Dave Knudson ,

Good day! Welcome to Atlassian Community :)

We had an internal incident where in Issue collector forms, the summary field showed error "you must specify a summary of the issue"

Our Engineering team has been able to expedite and successfully deploy a fix for bug https://jira.atlassian.com/browse/JRACLOUD-98245, which was causing the Work Item Collector to fail with a "You must specify a summary of the issue" error.

Thank you

[Dave Knudson]

Thank you sooooo much! 

its working again.

I would however like to get this working with the forms as this seems to be a deprecated process.

thanks

[Derek Fields _RightStar_]

@Dave Knudson - Welcome! We are glad you are here.

I think that you are creating a Form in a JSM space and you want to use this to allow people to submit their tickets. A Form needs to be attached to a Request Type. When you create the Request Type, at the bottom of the Request Form tab, you will see "Forms". Add your form here so that is attached to your Request Type. This will allow users to fill it out and submit a ticket.

"Summary" is a required field on all Jira work items (i.e., tickets), so if you were having a problem with the issue collector, it is probably because you weren't having the user provide a summary.

I hope this helps.

[Dave Knudson]

excuse my ignorance but where do i create the request type so i am not in the wrong area again. thx

as to Summary, that field and all the other fields have been filled in. I think the issue is that the work type is now a required field and the collector is not passing that field. But i cant add it as there doesnt seem to be a way to make a change to the template any longer.

[Dave Knudson]

Ok i found the request types under the space settings. i found the request type I want to use. 

on the Request form tab, I did see something about Attach at the bottom of the page and did so with that form.

However when i go to use the sharable link from the form its still requiring the login.

I seem to be missing how to get an anonymous user from outside the organization to work.

[Derek Fields _RightStar_]

Anonymous use has to be enabled through System-level settings. 

• Select the System-Admin cog next to your avatar in the upper right. 
• From there, select "Jira Apps"
• Scroll down until you see "Customer Access" in the left-hand window.
• Under "Account creation options", check the box that says "Customers can access and send requests from the portal without logging in". 

This will still require the customer to enter their email address, but won't require them to actually log in.

In the JSM Space that you created, go to the Space Settings and find "Access" -> "Customer Permissions".

• Make sure that the Channel Access is set to "Open"

That should allow customer to submit tickets without logging in.

Also, you don't want to share the link for the form. You want to share the link to the portal itself. When they select the Request Type from the portal, the form will open for them to use.

You can find the link to the portal under "Space Settings" -> "Channels and Self-Service" -> Portal.

[Dave Knudson]

Hi Derek, 

Thank you much for the detail.  I find that this URL sets the user at one level above where i would like them to be. for instance it shows options for

Report a system Problem

Onboard New Employees

Investigate a problem

The latter two we are not using right now but might someday.

Also if they get creative, they can click on Help center and have access to all four of our ticketing systems. That is not ideal. Not that they can do much but it opens up using the wrong one.

Is there a way to restrict outside users from accessing anything but the ticketing system to which they belong, and also to keep them from seeing the other two above so they only get Report a system problem (without deleting the other two?

When browsing links i see things like /portal/11/group/23 or

/portal/1/group/5

are those segregation points to which we could restrict access?

Lastly, we do have the capability (not me personally) to program here. Would it make more sense to just setup a web page of our own that sends rest commands to the ticketing system and for my benefit, how would we go about doing that (so i can explain it to the programmers).

thanks again!

dave

[Dave Knudson]

supplemental information

under the gear, Jira Service Management, Customer access. its set to

Allow customers to create accounts

Customers can access and send requests from the portal without logging in

Disable reCAPTCHA for anyone not logged in (did this to try the process)

Under Space settings, Access, Customer Permissions, its set to 

Open

Allow customers to share requests with other participants and organizations

under sharing requests with participants, - Search those within their organization only

under sharing requests 

Allow customers to share requests with organizations they are a member of