Issue Summary

Insight custom fields do not work in customer portal and show a spinning wheel.

This bug affects Jira Service Management installations which do not come with the bundled Insight/Asset add-on (any version up to JSM 4.14.x), and where the Insight add-on was downloaded from the add-on marketplace listing.

Any Insight version on 8.x from 8.10.9 is impacted (for example: 8.10.9, 8.10.13, 8.10.15...).

Note

Note that this bug only occurs when

• EITHER using a JSM version that is not bundled with the Insight/Asset add-on (up to JSM 4.14.x), and when the Insight add-on is installed from the Marketplace (via the menu ⚙ > Manage Apps > Find New Apps);
• OR using a JSM with Server license (on 4.15.0+) with the Marketplace Assets app installed.

JSM versions with Data Center license that bundle with Insight (any version from 4.15.0 as per the JSM 4.15.0 release note) are not impacted by this bug.

Steps to Reproduce

1. Install Jira Service Management (JSM) on any version lower than 4.15.0 (any JSM version up to 4.14.x)
   Alternatively, install JSM with Server license on version 4.15.0+.
2. Go to ⚙ > Manage Apps > Find new Apps and install the Insight (Asset) add-on
3. Go to Insight > Insight Object Schemas and create a sample Scheme
4. Go to ⚙ > Issues > Custom Fields, create an Insight custom field, and edit its Insight configuration by associating it to the Insight Object Schema created earlier
5. Create a JSM project
6. Edit an existing Request Type in the project by adding the Insight Custom field and making it visible on the customer portal
7. Go to the Customer Portal and click on the Request Type configured earlier, in order to open its Request Creation form

Expected Results

The Insight Custom Field will show on the customer portal without any spinning wheel.

Actual Results

1. If the Insight custom field is required we will see an error (Also notice the two magnifying glasses and two spinning symbols):
                    
2. If the Insight custom field is not required, the ticket will be created, however without the Insight data.

We also see the following error on the browser console tab: 

batch.js?locale=en-US:27580 Uncaught TypeError: WRM.require(...).then(...).catch is not a function
    at HTMLSelectElement.<anonymous> (batch.js?locale=en-US:27580:27)
    at Function.each (batch.js?locale=en-US:38:1306)
    at c.fn.init.each (batch.js?locale=en-US:34:999)
    at Object.<anonymous> (batch.js?locale=en-US:26921:39)
    at Function.each (batch.js?locale=en-US:38:1306)
    at RLABS.CustomField.controlSDCustomFieldEntries (batch.js?locale=en-US:26801:15)

Note:
If there are several Assets custom fields added to the same request type in the portal, the one which is filtering the highest number of objects will be the one showing the two magnifying glasses, while the other Assets custom fields will just act as a text Jira custom field, not showing Assets action buttons at all.

Workaround

Workaround 1

Since JSM versions that bundle with the Insight/Asset add-on (any JSM version from 4.15.0) are not impacted by this bug, our recommendation is to upgrade JSM to 4.15.0 or any higher version.

Workaround 2

Another workaround consists in downgrading the Insight add-on to Insight 8.10.7 by following the steps below:

• Go to ⚙ > Manage Apps > Manage Apps and un-install Insight/Assets plugin
• Download the version 8.10.7 from the Marketplace listing Assets/Insights
• Go to ⚙ > Manage Apps > Manage Apps and
• Choose Upload app and upload the obr file downloaded from the Marketplace

Workaround 3

Set dark feature with the following. There is an impact on accessibility by doing so.

insight.cf.react.on.cp.disabled