Sharing in Jira Service Desk

[Deleted user]

When our users want to use the Share option in Service Desk, the autofill does not work when typing in users.   Is this normal behavior?  

[Angélica Luz · Accepted solution]

Hello Bob,

Thank you for getting in touch with Atlassian Community!
This issue happens due to the customers' permission in Jira Service Desk.
To fix this, please go to the project settings > customer permissions > Who can customers share requests with? and select "Any customer or organization, by searching this project. Choose this option to allow customers to search their organization for approvers."

Please, give it a try and let us know how it goes.

Regards,
Angélica

[Deleted user]

Angelica, thanks.   We went with the first button to make this work.    Atlassian does treat licensed users differently in the portal by allowing them to type and it will autofill.   It would be nice if I looked just like a customer so I can see the customer behavior without having to logout and login with a different account or have a customer show me the behavior. 

What does the bottom button do differently than the Top one? 

[Angélica Luz]

Hi Bob,

The first option means that they will only be able to find other customers if they belong to an organization. Any other user outside the org, they won't be able to find any customer.

The second one will allow them to find any customer, but they will not be able to find agents.

The third option will allow them to find any customer (from an organization or not) or agents.

Regards,
Angélica

[Deleted user]

A colleague figured it out for me.   The issue is that the behavior in Jira Service Desk is different for licensed users than for customers.