User picker field behaves differently for customer than for agents

[Ashley Honeycutt]

We have a user picker field on various request types in our JSM portal.

Agents/admins can type a person's name and the field will suggesting names.

When a customer tries to use the field, they don't get name suggestions. If they type the full name, they get an error and can't submit the ticket. If they know the person's actual username, they can enter that successfully but we don't expect them to always know the username.

What configuration am I missing that will allow customers to use this field properly?

Thank you!

[Ashley Honeycutt · Accepted solution]

Answering my own question here in case other folks can use it:

The field from the Portal view had a different display name, but was actually the "Raise Request on Behalf of" field. This field is only available for use by service desk agents.

I had to create a new field to replace it so that customers can submit requests for other people