costumers could not search for users in portal

[Aymane jilali]

Hi

I have an issue with my JSM projects, customers could not search for users in the user picker field, the only option they have is to add an email address and add the user as new 

They have access to share with other users at the project configuration level, as well as the global permission 

Does someone have the same issue? 

[Weronika Hałdaś_Deviniti_]

Hi @Aymane jilali 

If users are added to a JSM project as customers, they cannot search for internal users in user pickers. They can search only for themselves or for other customers from their organizations.

[Aymane jilali]

i want them to look for other customers in the same project, not specifically internal users 

[Weronika Hałdaś_Deviniti_]

To search for other customers, they must belong to the same organization as the person performing the search.

Here, I also found a solution to search for other customers outside their organizations within the same project: 

Solution

The solution below will enable your customers to search for other customers outside their organizations within the same project. Only use this, if the project is for an internal company/staff usage where you don't mind having all customers within the project to be able to search for one another. 

1. From your service project, go to Project settings>Customer permissions>Customer sharing.

2. Select Customers can search for other customers within their project or organizations.

For more information about managing your customer permission, please visit Change project customer permissions.

source: https://support.atlassian.com/jira/kb/unable-to-search-for-list-of-customers-in-jsm-cloud-customer-portal/

I hope it will be helpful.

[John Funk]

The problem is if they are searching for another Customer to put in there or an internal team member to put in there. 

[John Funk]

Hi Aymane,

What field are you trying to populate? Try adding the "Customer" user to the Service Desk Team role and see if that helps to see users in the field. 

[Aymane jilali]

for example this feild is user in a request, they should be able to choose from our users, but it shows always this : 

the user have access as costumer to the project in question 

[John Funk]

Is this Team-managed or Company-managed space? 

[Aymane jilali]

it's a jira service management Space 

[John Funk]

Yes - but it is also either a Team-managed JSM or Company-managed JSM space. Did you try to add the user to the Service Desk Team project role? 

[Aymane jilali]

It only says "Service management" as a type. i have this difference only in other jira software projects 

No, I didn't add them to the Service Desk Team role, because they're only customers, they are part of Service Desk Customer role

[John Funk]

So you aren't even going to try what I suggest? 

[Aymane jilali]

by adding them to Service Desk Team they will become agents, and that's not my goal, they need to stay costumers 

[John Funk]

That is an untrue statement. They will NOT automatically become agents. 

[Florian Bonniec]

Hi @Aymane jilali 

In order to be able to search for User, customer need "Browse users and groups" but except if it's a portal for internal customer only, I do not think it's a good idea to allow customer to see all other customers.

Regards

[Aymane jilali]

yes it's for internal use only 

i already have this permission checked for customers, but it does'nt work 

[Florian Bonniec]

What about space permission for customer ? https://support.atlassian.com/atlassian-cloud/kb/fix-user-picker-fields-not-displaying-users-in-customer-portal/

[Aymane jilali]

Yes even with this configuration, still doesn't show any user