Jira forms - No options for customers in user fields

Question

Hello,

we have created forms in the Jira Service Desk that we make available to our users in the Service Portal. The forms are used to create tickets. Some fields are e.g. of type "Single User" and linked to the "Author" field or of type "Multiple Users".

Our problem is that these fields don't work for our users / customers. In the test by our agents, yes, but for our users no selection or manual entry is possible.

In the customer settings we have selected that the customer can search, but it doesn't work.

Are these the correct settings? Do these also apply to forms? If not, what can we do so that our customers have access to the customer database in the forms?

Thank you for your reply.

Eva-Maria Horváth · Answer

Hello, unfortunately I have to withdraw my acceptance of the answer.

At first it looked very good because when the customers were added to the created organization, the data required in the form became visible.

However, a crucial disadvantage emerged today: all customers have access to all tickets - and the organization field is blocked, i.e. (as far as I could find out) it cannot be prevented from being filled out automatically.

There must be another way to make customers visible in a form field. Unfortunately, under these circumstances, the “organization” is not.

Edit: Well, for our purposes it is sufficient to make the project searchable. (Selection 3)

Thank you, it was your reference to the organization, Rik, that helped me now.

Kind regards, Eva-Maria

Eva-Maria Horváth · Answer

Hi Rik,

thank you very much for your reply, this is the solution we needed! :)

Kind regards, Eva-Maria

Rik de Valk (Brainboss) · Answer

Hi @Eva-Maria Horváth ,

Are you already adding Customers to Organisations?

The setting you use allows customers 'to search for customers within their organization'. So unless you add Customers to Organizations, they will NOT be able to search any other user.

And considering privacy regulations and confidentiality, this is a very useful feature. You don't want customers from Company A to see customers from Company B.

See https://support.atlassian.com/jira-service-management-cloud/docs/add-a-customer-to-an-organization/.

Kind regards, Rik