cannot add agents to a customer portal request under request participants field

Question

Hi there, So we have customer portal configured so that we can use a people picker field to populate the "request participants" field. A piece of automation copies the field from my custom "additional customers" field to "request participants" field on issue creation. The idea is that customers can CC other users in the organization and add them to a work order.

this all works fine, except we just noticed that a NON agent, cannot add an agent to this field. For an agent on the customer portal (such as myself) it works fine. The agent's name just does not come up as addable to the work order, simply by virtue of them being an agent.

I think this is some sort of bug or configuration issue. Anyone else know anything about it? seems similar to this:

https://community.atlassian.com/t5/Jira-Service-Desk-questions/Agents-are-not-identifies-as-customer/qaq-p/857603

which is unsolved really (says solved but its not).

JiraYo · Accepted Answer

ah NM, it was the case that you just need to set customer permissions to be more permissive. the below works for me, so i am setting all our work order sites. was previously only set to "other customers in their organization" and becuase of some other bug we cant set agents to be members of the organization.