Agents in an Organization do not appear in search results

[Becky Spainhower]

Background: Our JSD Project supports nearly 200 separate Organizations, none of whom are allowed to see each other's tickets. Our Client Portal requires Customers to be part of an Organization in order to Create tickets. (We have a Validator in place that checks for Organization being empty.)

The same JSD Project is used for internal work. To allow our own Agents to open tickets in the Portal, we add Agents to an Organization that represents our own company.

But when I am viewing the Customer list, and try to search for an Agent's name or user ID, I get no results. If I enter the Organization, I can search for Agent names there, but there is no 'lozenge' showing their Organization membership.

Why are Agents being treated differently, by Customer search, than Customers?

See also:

https://community.atlassian.com/t5/Jira-Service-Desk-questions/Jira-Servicedesk-Customers-view-not-showing-users-with-the-jira/qaq-p/861398

https://community.atlassian.com/t5/Jira-Service-Desk-questions/Adding-Agents-to-Organization-prevents-email-notifications/qaq-p/1188544#U1188547