User picker customfield doesn't work for internal customers

[Mario GELES]

Hi Community,

Since Atlassian change the way customers are managed I encounter a problem with a user picker custom field. 

In one of my project JSM I have both internal customers (employees of my company) and external customers (clients of my company).

I have created a custom field in order that any internal customer could do a ticket in the name of another internal customer (with an automation).

The custom field is a user picker (one choice). Currently, if an internal customer write a name or an email in it nothing appear. A few month ago this custom field worked fine for internal customers.

I've found the origin of the problem. In the Customer permissions and the section about Customer sharing. My selection is "Customers can search for other customers within their organizations". With this the custom field user picker don't work.

In order this custom field works I have to select "Customers can search for other customers within their project or organizations".

I don't want to select this because as I said I also have external customers and they must not see the names of the external customer outside of their organisation nor share ticket with them.

How can I do to have my custom field working and no sharing between clients from different organizations ?

Ps : my internal customers are in groups and not in organizations (groups made in Microsoft Entra and send in Jira via Atlassian Access). I test to create an organization with a few internal customers and the problem remains the same.

[Valerie Knapp]

Hi @Mario GELES , thanks for your question. Please can you verify that your internal users have this global permission-

As you said this was working before, I suspect they do have this permission, but if not, this could be the reason they are experiencing this problem.

Cheers

[Mario GELES]

Hi @Valerie Knapp 

That was a really good idea. Indeed the groups for my internal customers wasn't in this global permission.

So I add them but saddly it doesn't work. When an internal customer click on this field there is a message that say "No option".

[Valerie Knapp]

Hi @Mario GELES , I found a similar ticket to yours, https://community.atlassian.com/t5/Jira-Software-questions/Custom-field-select-list-options-not-available-in-screens/qaq-p/2444776#:~:text=Go%20to%20Admin%20settings%20%2D%2D,the%20required%20projects%2Fissue%20types. 

They are suggesting this is some kind of bug. Please can you try just modifying the screen to see if this resolves your issue?

Cheers

[Mario GELES]

Hi @Valerie Knapp ,

I try to delete this customfield from my screens and to re-install it but the problem remains.

So I try to create a new customfield user picker and I still have the problem  with this new customfield.

Cheers

[Valerie Knapp]

Hi @Mario GELES , thanks for your reply and sorry for the delay in getting back to you. I have tagged Atlassian in this ticket to see if they can give us a hand.

[Mario GELES]

Hi @Valerie Knapp ,

Thak you very much for your actions. 

I am also in contact with Atlassian's support wich is usually super effective but this time they seem to not understand my problem and ask me everytime if I can switch the permission on "Customers can search for other customers within their project or organizations". 

I hope you'll have a better answer than me :)