Customers cannot create ticket in Jira Service Desk portal

Geert De Keyser

We have a specific issue with the Jira Service Desk portal used for ticket creation. Here's a breakdown:

• Functionality for Self-Creation: When tickets are created directly by me (the service desk operator) under my own name, the process functions correctly.
• Functionality for Creating on Behalf of Others: The ticket creation process also works fine when I create a ticket on behalf of a customer, implying that the system correctly handles tickets associated with different user profiles.
• Issue with Customer-Self-Created Tickets: However, when customers attempt to create tickets themselves under their own names, the submission process fails. After filling out the necessary information and clicking the send button, no action occurs.
• Widespread Problem: The issue is not isolated to a single customer or a specific browser, as it has been reported by multiple customers and persists across different browsers.

The output from the webbrowser is:

A_ Boehme _Communardo_

Hi @Geert De Keyser

which infos does an affected user get in the network tab of the browser tools for that 400 status response at the very bottom of your screenshot? There might be a more verbose error message.

From your description I assume the customer can see the request form and fill it out without issue? (...until the moment they try to raise the request)

Best

Almuth