How to change Jira default field permissions?

[Tenzin Lodhen]

A user is trying to fill out a form for IT within the help center, but on the drop down multi-user field they cannot select people from within the organization, but I can.

After doing brief troubleshoot, I found out that the role of "Service Desk Team" within the IT project that allows for users to see all the people within the org, when completing the ticket, but also gives them access to the IT ticket queue (which I don't want).

I want to add the ability for anyone with this role "jira-servicemanagement-customers" to be able to view the drop down menu for all the users in our org. Where is the setting for this?

PIcture - The top is what populates when I type a name in and finds all users within the org. The second picture what the user sees.

[Trudy Claspill]

Hello @Tenzin Lodhen 

Welcome to the Atlassian community.

When you say "organization" do you mean an Organization defined within the Jira Service Management application? Or do you mean all users that have access to your site, both agents and customers?

[Tenzin Lodhen]

Thanks for the welcome!

All users

[Trudy Claspill]

There is a Customer Permissions option within Project Settings. How do you have that set?

Do you have only JSM enabled in your instance, or do you also have Jira enabled?

Are the users granted only Customer Access to the product, or are they also granted regular User Product Access?

[Tenzin Lodhen]

Sorry for the delayed response!

There is a permission options within the Project but I don't know which setting it is.

We have all of the Atlassian products which includes Jira being enabled.  

The users are currently only granted customer access, granting them user product access also doesn't resolve the issue.

[Trudy Claspill]

According to this answer in another similar post

https://community.atlassian.com/t5/Jira-Service-Management/Re-Re-User-picker-not-working-for-customers/qaq-p/2494827/comment-id/148841#M148841

...you need to enable this setting in the project under Project Settings > Customer Permissions:

I don't have an environment where I can test that to verify that it actually works.