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Request Particpants list not populating for Customers

Adrian Gunther

Hi All,

When Customers are trying to add Request Participants via the Customer Portal, the list isnt populating available users for them.

eg. When i (as a User within Jira) start typing a name into the Request Participant box, it starts to pre-populate the matching User/Customer records.

However, when one of the Customers tries this, nothing gets populated, and therefore, they Cant add Request Participants.

I have enabled "Browse Users" to "Anyone on the web" in Global Permissions, but this has not resolved the problem.

Any idea's what i might need to set to allow my Customers to properly add Request Participants?

Accepted answers

Riley Sullivan

Hi @Adrian Gunther

If you are not utilizing organizations, you will need to change your Customer setting.

Go to project settings
Customer permissions
Customer sharing
- Change to 'Customers can search for other customers within their project or organizations'

Screenshot 2023-07-05 at 9.25.49 AM.png

One thing to note

This will let them add any customer from your project. So if you do not want them to share/view your customer list, I would highly recommend using the Organizations feature in JSM.

For example, we only use the first option. We are in an industry where we work with a lot of competitors and it would be awkward if they accidentally added a request participant from competitor.

Hope this helps!

All comments

Riley Sullivan

Hi @Adrian Gunther

If you are not utilizing organizations, you will need to change your Customer setting.

Go to project settings
Customer permissions
Customer sharing
- Change to 'Customers can search for other customers within their project or organizations'

Screenshot 2023-07-05 at 9.25.49 AM.png

One thing to note

This will let them add any customer from your project. So if you do not want them to share/view your customer list, I would highly recommend using the Organizations feature in JSM.

For example, we only use the first option. We are in an industry where we work with a lot of competitors and it would be awkward if they accidentally added a request participant from competitor.

Hope this helps!

Adrian Gunther

Hi Riley,

Thanks for the response. This WORKED!

we Currently have it set like this

Who can raise requests?
Customers who are added to the project
*Customers who have an account on this Jira site
Anyone can email the service project or raise a request in the portal
Who can customers share requests with?
*Other customers in their organization
Any customer, by typing an email address
Any customer or organization, by searching in this project

We are not specifically using organizations, as the "customers" in this instance are our Internal staff. so there is no risk of "cross-contamination"

. Interestingly though, all our "customers" should be in the same Org...

BUT

I've now set it to this

Who can raise requests?
Customers who are added to the project
*Customers who have an account on this Jira site
Anyone can email the service project or raise a request in the portal
Who can customers share requests with?
Other customers in their organization
Any customer, by typing an email address
*Any customer or organization, by searching in this project

This has resolved my issue - Thanks again

Riley Sullivan

Glad I could help out!

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