Users unable to populate approvers list when they log ticket in Jira service desk

[Prabesh Raj P]

Hi,

on our IT service Desk, when a user logs the ticket, they are unable to select an approver from the drop down. When the team from IT raises the same request type, they are able to see the approvers when they type the email address or name however the same is not for other normal users. can someone please guide what needs to be checked. 

[Florian Bonniec · Accepted solution]

Hi @Prabesh Raj P 

You need to allow the customer users to search for other users.

https://support.atlassian.com/jira-service-management-cloud/docs/allow-customers-to-choose-approvers/

Before you begin, make sure Customers can search for other customers within their project or organizations is selected under Control how existing customers can find other customers and share requests with them in your project customer permissions.

Regards

[Prabesh Raj P]

thank you so much @Florian Bonniec . it worked. however no I have a diff issue. when the user click on approver field they can see many default emails (mostly externals). how can I restrict this just to our internal users. 

[Florian Bonniec]

Hi @Prabesh Raj P 

Does this help ?

How to add a specific list of approvers - Atlassian Community

Regards

[Prabesh Raj P]

Great support @Florian Bonniec . it helped to resolved my case.