Users not appearing in the 'Share' user-picker drop-down

Question

I have a project that has a limit on who can create tickets in it or see the project in the Help Center. This is accomplished under Project Settings > Users and Roles > Service Desk Customers. I added a group there so that only IT can create tickets in this project.

Tickets are moved into this project all the time though and those tickets were created by people outside IT. So here's the problem: when we try to 'Share' one of these service desk tickets with a person outside of IT, their name doesn't appear in the user-picker drop-down even though, according to the Customer Permissions, we should be able to share tickets with "Any customer or organization".

How do I fix this?

JJ_wwrfbp · Answer

Thanks for your response/help, Mikael.

That is where I'm trying to add them... through the view that the creator sees when they're at the Help Center. And no one appears in that drop-down but IT.

Mikael Sandberg · Answer

The Share in the agent view is different from the customer share request. The customer share request applies to the field called request participants, and the "internal" share will only allow you to share with users that have access to the project. So to share the request with someone outside IT just add them to the request participants and they will get the same notifications as the requestor.