Can't use Jira asynchronous aui select in SD customer portal

[Giorgia Fineschi]

Hello everyone,

I have a daunting problem with Jira Service Desk I have been trying to solve since July, but even the Atlassian Support wasn’t able to help.

I implemented a custom field type named “ESL New Autocomplete Commessa SIAL Picker (GitHub demo project)” which uses Jira’s asynchronous aui single select version 8.5.

I created a custom field “Commessa Sial GitHub” of this type on Jira 8.13.0’s Custom field configuration page and chose the screens. It works correctly in Issue’s create, edit, view screen.

To test it, I uploaded a POC on GitHub.

However I want my custom field to work as an asynchronous aui-select in Jira Service Desk (4.13) 's Customer Portal as well. For this reason I configured a new Request Type having my field “Commessa Sial GitHub”.

When I open the custome portal to make a new request, my custom field appears as a plain input field, without the asynchronous functionality. The user can write anything, without being able to choose a value from the list.

I looked around the Internet, and as someone suggested, I added the context customerportal to web-resource in my atlassian-plugin.xml.

 <web-resource key="form-plugin-resources" name="form-plugin Web Resources">
     <context>atl.general</context>
     <context>customerportal</context> 
     <dependency>com.atlassian.auiplugin:aui-select</dependency>
      <dependency>com.atlassian.auiplugin:ajs</dependency>
</web-resource>

but it was ineffective.

At this point, I got in contact with the Atlassian SD Support where I was told:

It looks like we do not support customfield-type in Customer Portal. In the Create Request form, however, there is a servicedesk.portal.request.fields.create plugin location, which can be used to render a web-panel.

It will be rendered below all form fields configured. For how to add web panel: https://developer.atlassian.com/server/framework/atlassian-sdk/web-panel-plugin-module/

For more information: https://ecosystem.atlassian.net/wiki/spaces/AWS/pages/714571788/Questions+Log

I would have attached the export of the page from ecosystem since we may not have access rights, but it looks like I can't attach zip files to this question.

I did as suggested and added:

<web-panel key="myPanel" location="servicedesk.portal.request.fields.create">
   <resource type="velocity" name="edit" location="templates/it/eng/esl/jira/plugins/customfield/edit-autocomplete_commessa_sial.vm" />
   <resource type="velocity" name="view" location="templates/it/eng/esl/jira/plugins/customfield/view-autocomplete_commessa.vm" />
</web-panel>

to my atlassian-plugin.xml, and removed the field “Commessa Sial GitHub” from my request types' fields list in the customer portal configuration page.

However, once again, when I make any kind of new request in the customer portal, I can't see any additonal field defined in the web-panel, except for the default ones defined in the "Visible fields" section of the request types' configutation page.

I have already written about this topic a few months ago, but I didn’t receive any response.

Could anyone please give some advice to help me solve this issue definitively?

Regards

Giorgia