Can external partners submit JIRA tickets to a project within my org

[Isabella Fiermonte]

Hello, my team has some members that do not have access to JIRA but may rarely need to submit a ticket. Is there a way to do this without integrating through external tools (ie Google Form)? Thank You

[Mikael Sandberg]

Hi @Isabella Fiermonte,

Welcome to Atlassian Community!

Yes, you can set up JSM so anyone can submit a request either via email or via the portal without having access to Jira. Customer in JSM do not require a license, it is only the agents that needs one. You can learn more about how to manage your customers in JSM here.

[Isabella Fiermonte]

when I go to build a form none of my custom fields are supported, is there a workaround?

[Mikael Sandberg]

What do you mean that they are not supported? Are you creating a request form (under Project settings > Request types) or Form (under Project settings > Forms)? If you are doing the a request form you should be able to search on all your custom fields and then just drag-n-drop it into the request form and this will also add the field to your screen if it is not already there. If you are creating a Form then you will have to link the Form field to a Jira field.

[Isabella Fiermonte]

Here's a screenshot, I want to essentially take this "Task" and turn it into a form but when I do, the custom fields are not allowed.

[Isabella Fiermonte]

thanks for your help btw!

[Mikael Sandberg]

Okay, so that is a form in Jira Work Management, but you logged your question under Jira Service Management. In JWM you cannot allow external users to submit issues, it is only users that have access to your instance that can submit an issue without having access to Jira.

Is the project you are using a team-managed project or company-managed project? You can see which type it is by looking in the bottom left-hand corner. If you are using a TMP and using shared custom fields you cannot use those on the form if the context for those custom fields doesn't contain the current project.

[Isabella Fiermonte]

Ah okay, I think I understand. Is JIRA Service Management an additional software that my company would have to procure? The ticket I am working on is a Team Managed Project

[Mikael Sandberg]

Correct, JSM is a different product within Jira and you would be required to get licenses for it in order to use it. The licenses work differently for JSM in the way that you only need licenses for your agents (users that can work on the request) while customers do not require a license, but can only access the requests from a portal.

For the custom fields that you want to use, make sure that the context for those fields are listing the projects that you want to add those fields to. Here is the announcement on shared custom fields for TMPs.