How to change a name at customer

[Veronika Dvorska]

Hi,

We have a customer milan@organization.com from the organization XY. When I try to mention him by entering @, I can't insert his first and last name. I only see the organization name. This is a problem because when I start typing a comment with Good day, Mr @, I can't mention the organization, it should be the name.

How can I achieve this without bothering the customer to change it? Is there a way to avoid this at all?

Our admin said to me, "I´m just typing an email nothing else to invite customer. It must change the customer at the Profile." Is our admin right?

Thank you.

[Nikola Perisic]

Hello @Veronika Dvorska ,

Have you tried adding that customer as a request participant:

You should be able to mention them.

Also, if that doesn't work, tell your admin to check the permission for that customer, more specifically the "Browse Users" permission and to see if that user has the project role that is needed for this permission.

[Kai Becker]

Hi @Veronika Dvorska 

thanks for your question. Did you invite the customer or did he register an account on his own?
From what I can tell I guess the customer was invited and an account has been created, that needs to be registered completed by the customer.
He/she then will be able to edit the first- and lastname.

Hope this helps.

[Veronika Dvorska]

Hi @Kai Becker 

yes, the customer was invited by typing his e-mail at Add customer section.

So you´re saying that every time, when we add a new customer by this way he must complete the registration at his own at his Profile? So if he fill name of his company into the Name field at the Profile, that would be the same problem as I create this question for? 

[Veronika Dvorska]

Hi @Nikola Perisic 

If I start typing the customers surname into Request Participant field it whisper nothing. But If I start typing the name of the company of the customer, it whisper something. 

So If customer put name of the company into the Name field at his Profile, that´s bad.  That means I have to ask him to change to his name and surname.... Is that right?

[Nikola Perisic]

Hello @Veronika Dvorska 

Jira picks up the request participants based on the name that they were registered by.

Another thing that you should check if that user is under the "Global permissions" and within one of the groups that have the "Browse users and groups" permission:

Like from the picture.

I wonder about one thing: the company of the customer - is it showing under the user management?

[Kai Becker]

@Nikola Perisic What does Browse Users & Groups matter here? I'm confused.

@Veronika Dvorska from what I can tell from your screenshot, the user might have edited his Name. Nevertheless, this can be changed via admin.atlassian.com --> products --> Jira Service Management
There you will be able to edit the details:


Other option would be (don't know if it is possible in your process) to send a ling for registration to the customers, so that they register their account instead of being invited. But this also needs to be enabled via admin settings.