Not able to "Send" request from request portal

[Francis Massicotte]

Users are no longer able to submit requests in the Jira Service Management request portal. They can still access the portal and select the request type, but nothing happens when they click 'Send'.

We've been using it for over a year without issue, and we didn't change any configuration on our side. When I click on Send, I receive the Response {"success":true,"validationErrors":null,"message":null,"code":200}, but nothing happens.

The issue started on Sept 11th. Did something change on the JSM side? 

[Marc - Devoteam]

Hi @Francis Massicotte 

How many users are granted a JSM agent license, if its more then 3?

[Francis Massicotte]

We are using the Free plan and have only assigned 3 agents. The rest of the organization are Customers. 

[Marc - Devoteam]

Hi @Francis Massicotte 

Can you still create issues directly in the project?

Have there been any permission changes been done on the permission scheme used on the project?

Also what type of project is used, Team or Company managed?

[Francis Massicotte]

We can create issues directly in the project.

We haven't changed any permission scheme; actually, we haven't changed any settings at all. It just stopped working, which is why I was wondering if something changed in JSM (around September 11, 2025) that could cause this issue.

It is a company-managed project. 

[Marc - Devoteam]

Hi @Francis Massicotte 

Not that I'm aware of.

Check the JSM projects permission scheme, which roles, groups users are in Browse and Create issues?

Looks like role "Service Project Customer - Portal Access" has no access to create tickets

[Nikola Perisic]

Welcome @Francis Massicotte 

Have you tried this in the incognito mode? Code 200 indicates that everything is in order.

[Francis Massicotte]

Yes, sorry, I should have specified. We tried in incognito mode, with different users, and also clearing cookies and cache.