Customers not appearing in the "Reporter" field on the agent view

[Mert AGACBICER]

In our Jira Service Management projects, customer users defined under the “Customers” section do not appear in the Reporter field on the agent screen.

Only licensed Jira users (agents/admins/internal users) are listed in this field. When customers create requests through the portal, the system automatically assigns them as the reporter, but agents are unable to manually select a customer as the reporter from within the Jira interface.

In some cases, we need to manually create tickets on behalf of customers from the agent side, and during this process we need to change the reporter to the actual customer. However, since customer users do not appear in the Reporter field, we are unable to do so.

This issue seems to stem from the fact that the Reporter field only queries the Jira User Directory, while portal customers (unlicensed users) are not part of that directory.

We would like to request clarification or guidance on the following points:

Is there an official or supported way to make customer users selectable in the Reporter field on the agent view?

If this is not directly possible, is there any Atlassian-recommended configuration (e.g., permission, field mapping, or global access setting) to change this behavior in Jira Cloud?

Additionally, this limitation is making our ticket management and reporting processes more difficult.

[Jack Brickey]

Hi @Mert AGACBICER , agents should absolutely be able to select a customer as the Reporter. Are you sure that no customers are selectable? Can the agent begin typing a known customer name and see if it appears? Are the agents listed as Service desk agent role for the project? 

[Mert AGACBICER]

Hi @Jack Brickey

Yes, I’m sure — no customers appear when the agent starts typing, even if we try with known customer names or email addresses. It always shows “no options.” I can only see Service Desk Agents in the list.

The agents are already listed with the Service Desk Agent role for the project.

Also, when a customer creates a ticket, they do appear in the Reporter field, but when hovering over their name, a pop-up appears (I’ve attached a screenshot). That’s why I believe it might be related to a permission or field configuration rather than agent access.

Would you suggest any particular permission or project setting I should double-check?

Thanks,

[Jack Brickey]

You might check Modify reporter permission, but I would review all permissions while you are at it. Feel free to share screenshots.

[Mert AGACBICER]

Here is the Modify Reporter permission section.

If there’s a specific area you’d like me to check, please point it out.

I initially thought the issue was related directly to the Reporter field under the fields section, but I’m unable to edit or assign it (e.g., to Service Desk Customers or Service Desk Agents), since it appears to be a default field.

[David Polehonski]

@Mert AGACBICER Did you ever make any progress with this issue? I appear to have the same problem in my cloud instance.

[Mert AGACBICER]

Hi @David Polehonski

Yes it should be fixed on Admin level and the group that should be selected on my previous comments' screen shot.