How to change a name at customer

Question

Hi,

We have a customer milan@organization.com from the organization XY. When I try to mention him by entering @, I can't insert his first and last name. I only see the organization name. This is a problem because when I start typing a comment with Good day, Mr @, I can't mention the organization, it should be the name.

How can I achieve this without bothering the customer to change it? Is there a way to avoid this at all?

Our admin said to me, "I´m just typing an email nothing else to invite customer. It must change the customer at the Profile." Is our admin right?

Thank you.

Kai Becker · Answer

@Nikola Perisic What does Browse Users & Groups matter here? I'm confused.

@Veronika Dvorska from what I can tell from your screenshot, the user might have edited his Name. Nevertheless, this can be changed via admin.atlassian.com --> products --> Jira Service Management
There you will be able to edit the details:

Other option would be (don't know if it is possible in your process) to send a ling for registration to the customers, so that they register their account instead of being invited. But this also needs to be enabled via admin settings.

Nikola Perisic · Answer

Hello @Veronika Dvorska

Jira picks up the request participants based on the name that they were registered by.

Another thing that you should check if that user is under the "Global permissions" and within one of the groups that have the "Browse users and groups" permission:

Like from the picture.

I wonder about one thing: the company of the customer - is it showing under the user management?

Veronika Dvorska · Answer

Hi @Nikola Perisic

If I start typing the customers surname into Request Participant field it whisper nothing. But If I start typing the name of the company of the customer, it whisper something.

So If customer put name of the company into the Name field at his Profile, that´s bad.  That means I have to ask him to change to his name and surname.... Is that right?