Set up the portal, request types, and customer permissions so the widget behaves the way you expect.
The widget shows what your service project already offers. Its only setting is the service desk for each site, so the quality of the experience depends on how you set up Jira Service Management (JSM).
Check Your Customer Permissions
How your portal handles new customers decides whether visitors can send a request without an account.
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If your portal lets anyone create an account, a visitor can send a request by giving an email address, and Jira creates a customer record for them.
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If only invited customers can use your portal, Jira refuses a request from an unknown email address. The visitor sees the message Jira returns.
Decide which of the two you want before you connect a site. Then test with an email address that does not belong to an existing customer.
Tidy the Request Types
The widget shows the request types of the chosen service project, in the groups and order your portal defines. A visitor picks a group, then a request type.
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Give each request type a clear name and a short description. The widget shows both on the card the visitor clicks.
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Put request types into groups that make sense to your visitors. The widget hides a group with no request types, and it skips the group step when only one group exists.
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Keep instructions on the request type short. They appear above the form.
Check the Fields on Each Form
Most JSM field types work in the widget. A few do not, and if one of them is required, it blocks the request.
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Open each request type you plan to offer.
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Look for the field types the widget does not support: fields linked to Assets, user picker fields, and time fields.
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Make each unsupported field optional, or remove it from the form, so visitors do not have to finish the request in the portal.
A required field that the widget does not support stops the request from being sent. The widget tells the visitor to use the JSM portal instead.
Jira rejects summaries longer than 255 characters.
Know What Stays in the Portal
Some actions are only available in the JSM portal. The widget links to the portal for these:
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Approvals.
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Adding other people to a request, or seeing requests shared with the visitor's organization.
A Note on Language
The widget interface is in English. Everything that comes from Jira, including request type names, field labels, status names, and your agents' replies, appears in the language of your service project. Plan for that mix if your customers are not English-speaking.
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