JSM Customers cannot use custom field

Philip Shramko

I created a custom field for a portal form to allow customers to request specific team members to work on their requests.  They see the field in the portal form but when click the drop-down they get " No users found".  This field does work for all team members but no customers can see the data that should be available in that field.  

Can the list of service management team members for a project be exposed to a custom field that customers can use to request an assignee? 

Samuel Gatica _ServiceRocket_

Hi @Philip Shramko 

In Jira Service Management (JSM), this is a common limitation related to user privacy and permissions. Here is an explanation of the situation and possible solutions:

Why customers see "No users found" in the custom user picker field:

• Portal customers (non-agents) do not have browse permissions for user data unless the users are shared explicitly or are participants in the project.
• User picker fields (single or multi-select) will only display users who are visible to the current portal user.
• Even if the field is added to the portal form, it does not override existing permission restrictions regarding user visibility.

If you want portal customers to select specific team members, use a Custom Select List Instead

 

Best regards

Sam