Different suggestions for request participants

[Marco]

Hi,

I am an administrator for a JIRA Service Management project. When I want to add a request participant to an issue, I can see all users who have access to the project. But an agent who is not an administrator can only see other agents when trying to add a request participant. However, this agent is part of an organization within the project, and the setting for sharing requests with customers is set to sharing within the organization and the project.

The question is why this agent can only see other agents and not all relevant users from his organization. What setting needs to be changed to allow him to select a user from his organization?

Can anyone help me with this problem?

Thank you!

[Brant Schroeder · Accepted solution]

@Marco welcome to the Atlassian community

Have you taken a look at your global permissions?  Does the Agent have Browse users and groups access?  

https://support.atlassian.com/jira-cloud-administration/docs/manage-global-permissions/ 

[Marco]

Hi Brant,

Thank you, the agent did not have this permission. I changed that and now it works!

[hdenenberg]

@Brant Schroeder I'm having the same issue as Marco but at the customer level. They all have the ability browse users and groups at the global permission level. Do you have any advice or what settings to verify next? 

I'll also add that they can do this in other service portals at my organization. Mine is the only one they have issue with.