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Internal Customer not coming up in user fields

Myles Boyd

So; I have a user who can access the portal and log tickets; however, when I try to select her from a user field, say to assign an asset, she is not listed.

I have googled, and the normal reason is they haven't accessed it. In this instance she has accessed and raised a ticket.

Strangely, in the ticket I can click her name under Customer and it goes to ther customer record under our project.

Any ideas what is wrong and how to fix greatfully appreciatd

Thank you

Accepted answers

All comments

Steve S_

Just to confirm, when you say "user" are you indicating that this person is a licensed user (can browse the project as an agent)? or simply a customer (can access the service portal only)?

- Only license users (agents) can be assigned to a ticket.

* If she is an agent, then check her assigned role. You probably need to assign her the "Service Desk Team" role.

Pedro Olmo_7tm5vp

Hello @Myles Boyd ,

You need change who can search in JSM project. Information here in customer sharing : https://support.atlassian.com/jira-service-management-cloud/docs/change-project-customer-permissions/

regards

Myles Boyd

It's an internal customer

I am an admin; we have set up so all in the org can search, the "customer" is in the org

All the other customers are fine, it's just this one but set the same way

Steve S_

Hmmm that is a precarious issue.

This might be extra work with no payoff, but I would imagine it will conclude for you if it is a Jira setting that got missed somehow or if it is external to the user:

Create a filter search of everything that person is associated to so that you can do a bulk update after step 3.
Delete the account.
Create a new account for the user (double checking that they indeed have all the proper permissions and setup).
Bulk update the filter search from step 1 with the new account so that all work item associations are restored.
Try to select the user now that they have been recreated.

Myles Boyd

All the customer accorunts are created using scim via Okta. There's no manual process.

In regards permissions; which ones would prevent a user appearing in a user field? I understand as someone editing the field, they need permission, but to appear in the list what permissions are needed?

Myles Boyd

So struggling with this, I turned to AI and Gemini it said to be in an asset user picker, you had to have a JSM licence, ie be a user and not a customer. It advices that user picker doesn't work for customers.

We use Atlassian Guard and it reckons they still need a user licence in JSM

I know that is rubbish, coz all the other, non-licenced, customers appear.

So what is the best practice for assigning assets to internal customers?

Pedro Olmo_7tm5vp

Hello @Myles Boyd ,

If you need search customer users in fields you will have:

From your service project, select Project settings, then Access, then Customer permissions.
Under Channel access, select who can send requests through the portal, widget, and email requests.
Under Customer sharing, select who customers can share requests with.: Customers can search for other customers within their project or organizations:
1. Customers can use search to find other customers in their project or organizations, and share requests with those customers.
2. Choose this setting if you’d like to allow customers to choose approvers.

More information here: https://support.atlassian.com/jira-service-management-cloud/docs/change-project-customer-permissions/

Regards

Myles Boyd

Thanks; yes this all set up.

I have checked with the team; they try and log a ticket through the customer portal for them. the customer's is not even appearing then.

yet, the customer can log tickets and see them in the portal. And those, tickets we can see they are the reporter.

As it's only affecting one customer, I know this isn't a project or site issue.

As the customer is auto-created like everyone else, it shouldnt be config either.

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