Label Field Not Working for Anonymous User When Submitting Request Via Jira Service Management Form

[Jone]

I've created a form in Jira Service Management that includes a question linked to a custom Jira label field, but whenever I try to type anything into the field on the form as an anonymous user (so not logged in*), I get an "Error: User Unauthorized" message and the field just does not work. All of the other choice fields work just fine & I am able to submit a request so long as I just don't fill out the label field, so I don't get why that one specifically is not working. Any ideas or guidance would be much appreciated!

*Note: the channel access for the JSM project is Open so that "anyone can submit requests to this portal,"  and the customer access set to "Customers can access and send requests from the portal without logging in" - so I am expecting 

[Olha Yevdokymova_SaaSJet]

Hi @Jone 

It looks like the issue is related to Jira’s permissions on label fields. In Jira Service Management (JSM), label fields are designed for logged-in users, as labels are global across issues and require permissions to modify. This is why your anonymous users are getting the "User Unauthorized" error—Jira doesn’t allow them to create or modify label values.

If you need anonymous users to enter text-based values, a great workaround is using Smart Forms for Jira.

How to Set It Up in Smart Forms for Jira

1️⃣ Add a Dropdown (Single Choice) or Multi-Choice (Checkboxes) field.

2️⃣ Pre-fill the field with label values from Jira issues using pre-fill form options functionality.

3️⃣ Enable field mapping to store the selected value in a Jira field

4️⃣ Add the form in your JSM portal—anonymous users can now select labels without requiring Jira edit permissions