Issue Summary

Portal-only customers are unable to Escalate tickets with JSM Virtual agent in the JSM portal, when there are custom required fields in the related Request type request form.

After trying to "Raise a request" the JSM Portal returns the message below, but never provide an answer:

”Still generating a response. Just a few more seconds..."

The Portal-only customers have the necessary access in the affected project.

Steps to Reproduce

1. Have Virtual agent in the JSM Project
2. Have a custom field required in the Request form tab of the connected Request type
3. Interact with the Virtual Agent in the JSM Portal using a Portal-only type of account and try to escalate the ticket

Expected Results

The Virtual agent will redirect the customers to the JSM Portal if there's a field is required in the Request form.

Actual Results

The Virtual agent is unable to reply back and the spinning message ”Still generating a response. Just a few more seconds..." is the only message that appears.

Workaround

Have the Request form for the connected Request type without any required fields. With this the ticket creation should work as expected.