How to allow service desk users to interact with a custom field?

Question

Hi,

I created a custom field (Select User (multiple Selection)) and added it to a customer request type "IT-Help". My test user can see the field in the customer portal. Somehow he can´t interact with the field. If I type in something in the field, no suggestion pops up.

Hopefully my screenshots will explain more clearly what I mean.

Test-User view:

Admin-User view:

How do I fix this? Do I need to set specific permissions? If so, which ones?

Thanks und kind regards,

Mathias

Alexander Bondarev_x6gjf3 · Answer

Hi, @Mathias Koprek

You can try Actions for Jira Service Desk,

to give customers the opportunity to edit issue.

But, I had the problems with ‘assignee’ field, like @Ismael Jimoh told.

So the combination of JMWE and Actions for JSD can resolve your problem.

Ismael Jimoh · Answer

Hi @Mathias Koprek

By clicking the share button after creating a ticket, your customers should be able to invite other users to participate in their tickets as seen in the image.

Another thing to note which I do not recommend normally but since you are using it internally it should be fine, you can allow your customers to search for other customers in this service desk by making the following changes:

* Go to Project Settings > Customer permissions
* Change your "Who Can Customer share Requests with" as shown in the image below(don't recommend because c):

Let me know if this answers your question and note the share field is the Request Participant field.

Cheers.

Mathias Koprek · Answer

Hi @Ismael Jimoh ,

well that´s the problem.

It is not possible to add the request participant field to the customer request type.

I will check your suggestion and come back to you soon.

Kind Regards,

Mathias

Edit: It is still not working.. I granted the permissones for "everyone".