User picker custom field is showing users in my organization for only the project service team

[henal bangdiwala]

I have a user picker custom field in portal form which shows all the users in the organization synced to Atlassian. 

However, the user list is appearing only for the project service team and not the customers to select. 

The same list is appearing for all (agents + customers) in 'Raise this request on behalf of' field. 

I am not sure why the field behavior is different for agents and customers. 

Please suggest any field/permission changes which can fix this issue. 

[Ingo Volkhausen · Accepted solution]

Hi @henal bangdiwala 

If you not already did, I think you might check the following described in this article. So have a look into organization as well.

Raise a request "on behalf of" indicates for me that an agent has authenticated in the portal and that is not your custom field.

Has this user picker field been added to the form and linked to the custom field as well or only to the screen of your "Service Team"?

Choose who can use user picker custom fields in the portal

How to manage access to your Jira Service Management | Jira | Atlassian Documentation

[Shikha Verma]

Hi, @henal bangdiwala, The issue you're encountering likely stems from permission settings or field configurations that differentiate between agents and customers. 

Please Field Configuration: Ensure that the custom field is configured to be visible and usable for both agents and customers. You can do this by verifying the field context in the field configuration scheme. Make sure the field context is set to include all users or specific projects where both agents and customers are involved. Review the Field Permissions. Check the global permissions, project permissions, and field security settings.
Customer Permissions: Check the portal access and User Picker Permissions
Raise This Request On Behalf Of Field: "Raise this request on behalf of" field works correctly for both agents and customers. Compare its configuration and permissions with those of the custom user picker field. Any discrepancies between the two could help identify the issue.
Check the Sync Settings and test in Different Environments. 
Hope this will solve your issue.