As a short term approach, those 'workarounds' might be useable for some (and I'm using one of them, but it's clunky and shouldn't be necessary). They are now both chargeable approaches (after latest updates - automation is no longer free after a certain amount) for something that is a common and basic need for a customer (internal or otherwise).
We do need this to be fixed via the portal. This is for ITSM, a customer facing item. We are not all software development houses like Atlassian. Some of us have internal customers too and wouldn't dream of them being licensed users.
I have the same situation that at the moment when we were ready for the rollout, i found out that Affected service field is only visible for licenced users, and not wor customers. This was big backward step for us and i'm very disappointed about that.