JSM Customer Portal - User Picker field is not saved for customers, but works for agents

Question

Hi everyone,

We are experiencing an issue with Jira Service Management Cloud that started on June 24 and is occurring across all of our service projects.

Environment

* Jira Service Management Cloud
* Customer Portal
* Standard Jira User Picker (single user) custom field
* Multiple service projects

Issue

When a customer (non-JSM licensed user) creates a request from the Customer Portal:

* The User Picker field can be searched and selected successfully.
* The selected user's accountId is included in the request payload.
* The request is created successfully.
* However, the User Picker field is not saved and remains empty.

When the same request is created by a JSM agent (licensed user), the User Picker field is saved correctly.

What we have confirmed

* The issue started on June 24.
* It occurs across multiple service projects.
* It affects the standard Jira User Picker field.
* The request payload contains the selected user's accountId.
* The response from the Customer Portal API returns an empty fields array.
* The field is also empty when viewed from the agent interface, so the value is not being saved.
* No workflow, automation, field configuration, or request type changes were made before the issue started.

This does not appear to be related to the JSM license itself. Instead, agents and customers appear to use different request creation flows, and the issue only occurs when requests are created through the Customer Portal.

Based on our investigation, the browser sends the selected user correctly, but the value is not persisted during server-side issue creation.

Has anyone experienced the same issue recently?

Is this a known Jira Cloud or Jira Service Management bug, or has there been a recent behavior change?

Any information would be greatly appreciated. Thank you.

Arkadiusz Wroblewski · Accepted Answer

Hello and Welcome to Atlassian Community @三浦　結花

I flagged this post to get Atlassian’s attention.

You mentioned that the regression started on 24.06, so this probably needs a backend check to understand why it started happening from that date.

Best,

Arek🤠

Abdul Shaheeb · Accepted Answer

I can confirm that this has started occurring for my clients JSM, and confirmed on a One Atlassian demo site:

Here's a description from my support request to Atlassian; and a workaround: the issue does not occur if your required user picker field is on a dynamic form (rather than directly on the request type).

I have two request types. Request A is built without dynamic forms.  Request B is using a dynamic form. A Single User Picker field is on both requests, and also required on both. When a customer tries to submit forms, they can submit the one that's dynamic, but submission of Request A fails with the error being "Please provide a value for required field <user picker field>". The issue does not occur for licensed agents, only for customers.