Why are custom fields not shown in JSM customer portal request form?

Question

Hi,

For my application I need a login-free customer portal where anyone can create a request. I am following this article to setup login-free access:  https://confluence.atlassian.com/servicemanagementserver/setting-up-login-free-portal-access-1289420880.html.

My request form needs two different approvers field. Since "Approvers" field type do not work with login-free portal, I created two custom fields of type "User Picker (single user)".

But they don't show up on the form either. According to the linked article, custom fields should be shown:

The rest of the request form is created with ProForma which also do not show up. Everything works when I am logged in.

Is this a known issue? Am I missing anything? Any help will be greatly appreciated.

Thanks.

endgame_ops · Answer

Hi @Florian Bonniec

Thank you for your reply. I tried changing the global permission for Browse Users to "Anyone on the web" but unfortunately it didn't solve the issue.

In order to debug the issue, I am now using a built-in request form ("New mobile device) and just adding those user picker fields.

Also can you or anyone confirm that ProForma forms work with login-free access since I can't make them appear when not logged in.

Florian Bonniec · Answer

Hi @endgame_ops

It may be related to the Global Permission Browse Users.

Managing global permissions | Administering Jira applications Data Center and Server 9.12 | Atlassian Documentation

If login-free user cannot see the users, there is no user to select in any user picker so the user picker may not be displayed.

Regards