Customer cannot add other customers with "Shared with" option

Perisic Nikola
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February 29, 2024

Hello community!

I've been trying to solve this issue. When a customer has raised a request via portal and when they want to share with others they simply can't.

They start to type the name of the team member, but nothing comes up.

I've tried with my account which has the Service Desk Team role and works perfectly fine.

Customer permissions: Customers can search for other customers within their organizations, or manually enter the email address of other customers within their project - this has been selected.

What can be the issue here? Is it only for Service Desk Agents to be able to share with others and not the customers as well?

Thanks!

1 answer

0 votes
Jack Brickey
Community Leader
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February 29, 2024

Have you confirmed that the customer is indeed part of the same Organization? 

Perisic Nikola
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February 29, 2024

Hi @Jack Brickey 

Yes, I have, still the issue persists.

Jack Brickey
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
February 29, 2024

Do you have a test customer user configured so that you can test as a customer? It would be good for you to confirm what the customer is seeing. If both customers are in the same org in the same project with the permissions shown it should work. I have not seen it not work.

Perisic Nikola
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February 29, 2024

Yeah, I logged in as that user and tried and I was able to see this issue reflecting as well. 

Jack Brickey
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
February 29, 2024

Other questions:

  • does this happen when trying to share with a specific customer or any customer in the organization?
  • Is any customer in the organization able to add other customers?
  • Is this happening in one project or other projects as well?
Perisic Nikola
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February 29, 2024

Also I've tried with mine account where I remove the Service Desk Team and replaced it with the customer role and I was able to list out people.

Perisic Nikola
Rising Star
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February 29, 2024
  • This happens to one customer only
  • I tried with the other customer and they were able to share with others
  • This user has been added to one service desk project

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