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costumers could not search for users in portal

Aymane jilali

I have an issue with my JSM projects, customers could not search for users in the user picker field, the only option they have is to add an email address and add the user as new

They have access to share with other users at the project configuration level, as well as the global permission

Does someone have the same issue?

Accepted answers

All comments

Florian Bonniec

Hi @Aymane jilali

In order to be able to search for User, customer need "Browse users and groups" but except if it's a portal for internal customer only, I do not think it's a good idea to allow customer to see all other customers.

Regards

Aymane jilali

yes it's for internal use only

i already have this permission checked for customers, but it does'nt work

Florian Bonniec

What about space permission for customer ? https://support.atlassian.com/atlassian-cloud/kb/fix-user-picker-fields-not-displaying-users-in-customer-portal/

Aymane jilali

Yes even with this configuration, still doesn't show any user

John Funk

Hi Aymane,

What field are you trying to populate? Try adding the "Customer" user to the Service Desk Team role and see if that helps to see users in the field.

Aymane jilali

for example this feild is user in a request, they should be able to choose from our users, but it shows always this :

Screenshot 2026-01-26 at 12.21.59 PM.png

the user have access as costumer to the project in question

John Funk

Is this Team-managed or Company-managed space?

Aymane jilali

it's a jira service management Space

Weronika Hałdaś_Deviniti_

Hi @Aymane jilali

If users are added to a JSM project as customers, they cannot search for internal users in user pickers. They can search only for themselves or for other customers from their organizations.

Aymane jilali

i want them to look for other customers in the same project, not specifically internal users

Weronika Hałdaś_Deviniti_

To search for other customers, they must belong to the same organization as the person performing the search.

Here, I also found a solution to search for other customers outside their organizations within the same project:

Solution

The solution below will enable your customers to search for other customers outside their organizations within the same project. Only use this, if the project is for an internal company/staff usage where you don't mind having all customers within the project to be able to search for one another.

From your service project, go to Project settings>Customer permissions>Customer sharing.

Select Customers can search for other customers within their project or organizations.

For more information about managing your customer permission, please visit Change project customer permissions.

source: https://support.atlassian.com/jira/kb/unable-to-search-for-list-of-customers-in-jsm-cloud-customer-portal/

I hope it will be helpful.

John Funk

The problem is if they are searching for another Customer to put in there or an internal team member to put in there.

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