Assets field when the customer is not logged in

[Alicia Ochovo]

Hi all!

I'm trying to use an assets field in a service request.

When the customer is properly logged in everything is ok.

When the customer is not logged in, the field does not appear.

I dont' expect the field to appear with all the possibilities. As far as I know, if the customer is not logged this is not possible, but I would like the field to appear with an advice to the customer inviting her to log in.

I see this behaviour when I use the same field in an additional form. The field appears with a warn: "Log in with a valid account to access this field".

So I am wondering if I need to make any extra configuration to have this asset field in the initial request.

Thanks vey much in advance for you time and support.

[Kris Dewachter · Accepted solution]

Hi @Alicia Ochovo ,

At the moment, I see 2 possible causes.

1. It's possible that Atlassian prevents Asset fields to be visible for non-logged in users.

This page about users. https://support.atlassian.com/jira-service-management-cloud/docs/set-up-the-assets-object-field/

So maybe it only works for logged in-users.

You might want to check with Atlassian support on this one.

2. On the other hand, you might need to check the permissions on your Asset object schema to make sure that customers can access the information in the schema.

This is documentation that applies to 'Server and Data Center', but maybe it also applies to cloud.

https://confluence.atlassian.com/servicemanagementserver/enabling-assets-custom-fields-on-customer-portals-1044784436.html

Best regards,

Kris

[Alicia Ochovo]

Thanks for the suggestions. I will contact Atlassian support  for the first possible cause. As I have checked the second one. On the other hand, as the idea is to work only with logged-in users, I might use a general advice at the beggining.

But I will make a double check with Atlassian support. 

Very much appreciate your recommendations.

[Kris Dewachter]

Hi @Alicia Ochovo ,

What is the content of the field ? Does it display different information based on the logged-in user ?

Best regards,

Kris

[Alicia Ochovo]

Hi Kris thanks for you time!

It is a list of organizations. It is the same for all users.

/Alciia