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.

Atlassian support provided these as "workarounds" for the problem. 

1. Changing these customers to agents.

1. Creating a custom field that matches the Affected services and using automation to link them

• • You can find some examples here: Automation for Jira - Different ways to copy the value of a field into another field

1.  Use of Assets and automation in order to allow customers to select an object from an Assets object custom field where the object has the relevant services referenced in an attribute

• •  How to set the 'Affected Services' field from referenced services on an Assets object attribute via automation for Assets

Any news here? Creating own field which just duplicates this functionality is quite strange...

Not having the option to ask Customers what Service is affected renders the Field useless for all our use cases. We'll have to configure another custom field to then populate the Affected Services accordingly....

This feature request is way to short thinking. We manage our ICT Services in its own Assets Object schema and I would like to be able to just re-route the "affected services" field to a custom object type. With the ability to do this, you could easily create other custom fields and show them in the customer portal and where every you need to.

Now, Affected Services are getting even more central with the new integration with Compas, but they are still unavailable to the customer. I think it is getting even more urgent to have this bug fixed.
At the moment, It is literally running all the education effort we put toward the new Jira Service Management (most of the time with Standard licences) users to understand the Jira concepts and features and how to take advantage of them.

Hello, please prioritize this request, we have to use a license for a customer in order for them to be able to use this field on a form.

We should be able to communicate 'Affected Services' to the customer for INC / PRB / CHG via the portal.

Surely it would have taken more effort to lock this to only licenced JSM users... Why? I don't understand the benefit to being locked to licenced users? Was it implemented at a time where Insight Objects couldn't be displayed to customers? 

This isn't even assigned to anyone so I'm just sort of screaming into the void here...

This is the worst thing, we din't know about this limitation, our project is already live and our customers are facing the same issue. This ticket is pending since 2021, why have any action not been taken? If it is limited to Service Desk Team then why its allowing to adding add this field on Portal?

Atlassian, why would you hide the Affected Services field in a portal where customers report issues on things such as services??? Please make it visible in the customer portal.  I just added all of our services and associated settings and was able to access the field in the request editing preview screen at the time thinking they would show up in the portal for sure. I go to the portal, select a request type that uses the field and the field will simply not show up.  Don't tell us to go use another feature like components if you are not enhancing those further or suggesting affected services is the better way to go. 

We would like this.  <upvote x100>

I added the `Affected services` field as a required field but when customers tried to submit the form it would fail silently in the console.

It was only after contacting support was it apparent that this field cannot be added to customer facing forms.

I also agree with the other commenters here. In my opinion it should be a must that the "customer" respectively the portal-only user have the possibility to select the affected service.

Workaround: In case you have a premium license, you can use Insight to make the 'Affected services' field accessible to portal-only users. You can refer to this KB:

• How to set the 'Affected Services' field from referenced services on an Insight object attribute via automation

Can anyone from Atlassian explain why this filed is limited to licesed users only, what's the point of having this filed available to be added to your forms in the portal but end users can't see them.

Our company is evaluating Jira for manage customer ticket. That's a powerfull software but some choices are not understandable.

One of this is set Affected service not selectable by a normal customer. This kind of limitations are out of any logic.

I agree with the other commenters here. The way the template is setup, it is obvious that the Affected services field is what should drive response and is obviously something a user should be able to report to the IT group so the IT group is able to help them with the specific problem they are having. Our entire help desk was just stood up and is entirely driven by the affected services field helping to triage and route tickets. The only option I have is to rebuild that field inside Insight as it's own schema without any of the built-in features, which makes the field more or less useless. This seems like a horrible step backwards compared to the implementation guidance in Atlassian's ITSM guides. How can you shift-left when the customer can't even provide you the information you need to understand their request?

I'm a bit disappointed about the "Affected Services" field not being able to be utilized by portal-only accounts (aka Customers).  We are getting ready to roll this out to our company and just found this out which throws a wrench in almost every single request we've created.  It doesn't make any sense why the Customer wouldn't be able to select the Affected Service(s) for their request they're submitting. It's just more work for us as Agents to figure out who should pick up the request and see through the resolution.  

The new ITSM template uses the Affected Services field on the "Report a system problem" and "Raise a change" forms. It is not easy to explain to clients why this field is not available to portal only accounts.

If you set the Affected Services field as required on a form, portal-only accounts cannot raise requests for that form. No visible error message, I get a hidden validation error.

],"reasonKey":"validation.error","reasonCode":"400"}