Can I have a form link that the user doesn't need Jira access to use.

[Randy Weger]

I have created a form in Jira. I have the link to use that will create an issue in a specific project when the form is filled out. My problem is I don't want the people who use the link to have to have a Jira account. Is that possible?

[Trudy Claspill · Accepted solution]

Hello @Randy Weger 

Welcome to the Atlassian community.

In what type of project are you creating the issues?

With Jira Service Management there is the concept of a Customer user. They have access to Jira Service Management projects only through a Customer Portal where a form can be presented for them to fill out to open an issue. Customer-only users don't consume a Jira license. The information available to customers is then limited to what is visible in the Customer Portal, and their ongoing interaction with the issue is through comments added and viewed through the portal.

[Randy Weger]

How do you set up a Customer Portal?

[Trudy Claspill]

The first step is subscribing to the Jira Service Management product. This is a separate product and separate subscription from Jira (formerly known as Jira Software).

Are you subscribed to Jira Service Management?

Then set the configuration at the JSM product/application level to specify how customers can access the product.

https://support.atlassian.com/jira-service-management-cloud/docs/change-global-customer-permissions/

You then need to set up a Jira Service Management project. In that project you can create Forms that can be completed by customers through the Customer Portal.  You have to set up Customer Permissions for that project.

https://support.atlassian.com/jira-service-management-cloud/docs/change-project-customer-permissions/

Lastly you have to identify who the customers are. At the Product Access level you can identify Atlassian Cloud Users that have Customer access to your JSM product. You can then also add them to individual JSM projects to grant them access to a given project and not other projects.

This page is a home page for additional information about setting up your help center and customer portals:

https://support.atlassian.com/jira-service-management-cloud/docs/receive-requests-from-an-online-portal/

[Randy Weger]

Thanks.

[Trudy Claspill]

You're welcome.

If my response has helped you address your requirement, please consider clicking on the Accept Answer button.

If you still have questions, don't hesitate to ask them.

[Randy Weger]

Thanks for your reply. Unfortunately I am still having an issue.

I have subscribed to Jira Service Management.

I have created a Jira Service Management Project.

The Portal settings for that project is set to Open.

So far in testing non Jira users can use the link ok which is what I want.

For some reason there are 2 Jira users that get a lock when they try the link. 

Thanks, Randy.

[Trudy Claspill]

If you want some advice on debugging the issues for those two users you will need to provide more information. What exactly do you mean they get "a lock"?

[Randy Weger]

Hello!

Sorry. Here is an image of the lock I was referring to.

Thanks, Randy.

[Trudy Claspill]

The image does not appear to have attached successfully to your response.

[Randy Weger]

Hello!

Sorry. I could see it on my end. I will try it again.

Thanks, Randy.

[Trudy Claspill]

Hello @Randy Weger 

Are your two users still experiencing this problem?

Do these two users have access to other Atlassian products on the same site?

Do the users who can access the portal have access to other Atlassian products on the same site?

What is the URL that the two users see in the browser when they have this message? We don't need to see the base url (https://x.y.net/) but please share what comes after the base url.

[Randy Weger]

Hello!

Thanks for your reply.

I got those 2 users to work by giving them access to Service Management.

So I think I have the portal working but the help center page is my issue now. I will create a different question for that. 

Non-Jira users are forced to log in and it creates a user in Jira for them which is opposite of what we are trying to do.

Thanks, Randy.