Customer cannot add other customers with "Shared with" option

[Nikola Perisic]

Hello community!

I've been trying to solve this issue. When a customer has raised a request via portal and when they want to share with others they simply can't.

They start to type the name of the team member, but nothing comes up.

I've tried with my account which has the Service Desk Team role and works perfectly fine.

Customer permissions: Customers can search for other customers within their organizations, or manually enter the email address of other customers within their project - this has been selected.

What can be the issue here? Is it only for Service Desk Agents to be able to share with others and not the customers as well?

Thanks!

[Jack Brickey]

Have you confirmed that the customer is indeed part of the same Organization? 

[Nikola Perisic]

Hi @Jack Brickey 

Yes, I have, still the issue persists.

[Jack Brickey]

Do you have a test customer user configured so that you can test as a customer? It would be good for you to confirm what the customer is seeing. If both customers are in the same org in the same project with the permissions shown it should work. I have not seen it not work.

[Nikola Perisic]

Yeah, I logged in as that user and tried and I was able to see this issue reflecting as well. 

[Jack Brickey]

Other questions:

• does this happen when trying to share with a specific customer or any customer in the organization?
• Is any customer in the organization able to add other customers?
• Is this happening in one project or other projects as well?

[Nikola Perisic]

Also I've tried with mine account where I remove the Service Desk Team and replaced it with the customer role and I was able to list out people.

[Nikola Perisic]

• This happens to one customer only
• I tried with the other customer and they were able to share with others
• This user has been added to one service desk project