Unable to add customer as request participant

[Jennifer Lewington]

Two of our team members are unable to add customers as request participants to an incident ticket.

When typing a name into the box it doesn't find the user (customer) however team members can be found in the list and added.

I have checked the set up of the team members account and all appears to match the same access and config as other team members that it works for.

Would appreciate your advice

Many thanks

Jennifer.

[Jennifer Lewington]

Thank you so much for replying so quickly.

I have asked my colleague (who has admin access) to check these settings, will let you know how we get on.

[Rilwan Ahmed]

Hi @Jennifer Lewington ,

Welcome to the community !!

You need to check 

1. Your team members have "Browse users and groups" permission in admin settings --> global permissions.
Direct url:  https://<your-domain>.atlassian.net/secure/admin/GlobalPermissions!default.jspa

2. Check Customer permissions who can add users and other options in Project settings --> Access --> Customer permission -->Customer sharing
https://<your-domain>.atlassian.net/jira/servicedesk/projects/<PROJECT-KEY>/settings/customer-permissions