"No Option" when trying to enter email addresses in "Reporter" or "Requested Parrticipant" fields

[Alejandro K_ Brown]

Hello.
JSM has switched to the new UI for our support teams.

I can enter full email addresses into the "Reporter" and "Requested Participant" fields correctly and successfully. That said, I'm also the JIRA Platform Administrator, and do NOT want to give JSM project members that role.

The members in 2 separate JSM projects cannot enter email addresses into these 2 fields. They get the "No options" popup (I know it is not completely filled in, but the full email address will show the same "No options" popup) in both fields when they try:



The following was researched and is addressed in our 2 projects:

-in Settings > Access > People and access:  the project members have the Service Desk Team and Service Desk Customer roles for their respective projects. One even has the Project Administrator role as seen below - still gets the "No options" popup:


- in Settings > Access > Customer permissions: Customers can search across or manually enter the email address...

- in Settings > Access > Project permissions: they have the ability to modify the Reporter fields, and CAN change them to other project members full names, but CANNOT change it to an email address...



- in JIRA Admin > Directory > (User): the users are active , standard users with the "User (agent)" role for JSM...

What are we missing so that JSM project members can enter/change email addresses in these 2 fields the way I can?

Thank You kindly and be well.

[Marc - Devoteam]

Hi @Alejandro K_ Brown 

Welcome to the community.

Start typing a name, 3 char. minimum, then options will start showing or just paste the email address in the field.