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User picker not working for customers

Alex Borges da Silva February 6, 2023

We are currently trying to create a maintenance portal and we need to have our customers able to select their manager with a user picker.

The issue we are facing currently is that any user that is not an Admin cannot search our Jira users, we already tried to change the project permissions, and the general permissions and we have tried in this specific project to have some users with the "service desk customer" role and none of these options worked.

4 answers

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2 votes
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Alex Borges da Silva October 2, 2023

@Nicholas Widodo @Debbie Robertson @Felix Puller @Steven Vallée Barrette @Vien Bui 
I'm a tad late to a response on this issue, we found out the solution in the project configuration under "Customer permissions", play around with the settings in there and one of them allows the users to use the "User Picker"...


I'm not in the center of this project anymore, so I don't remember exactly which option it is

1 vote
Walter Buggenhout
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February 6, 2023

Hi @Alex Borges da Silva,

Check your Jira settings / global permissions - in order to see users in a user custom field your users must have browse user permission.

Hope this helps! 

Alex Borges da Silva February 7, 2023

Not only this permisson is public we have set the same permisson scheme of another project in which it is working fine :(Captura de tela 2023-02-07 151736.png
Also, if that may have any impact, the field is in a form inside the request.

Vien Bui May 3, 2023

Same issue here!

Steven Vallée Barrette June 19, 2023

Got same issue here :)

Tried to add the customers to the global permission browse users without success.

A "Site Administrator" who is not an "Agent" of our Jira Service Management project tried the user picker and she wasn't able to pick users as well. It seems like only the "Agents" of the project have access to the user pickers within the Customer service forms so far.

Felix Puller July 7, 2023

Ich have the same issue as well - how can we ensure that people accessing the service desk can search and add users? However, I am using Data Center though.

Debbie Robertson September 7, 2023

Same issue, using Data Center.

0 votes
Gregor Ferencak
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April 8, 2024

Hello all, I found a solution for this with Adding a SD user group to Application access - since access here is organised by groups.

System - Application - Application access. 

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0 votes
Nicholas Widodo October 1, 2023

I have this issue too recently. Any changes from Jira for customer role?

James Webster October 3, 2023


James Webster October 3, 2023

This setting has to be selected in the "Customer Permissions" section in the Service Desk admin settings.

It not only activates the share requests user select option but also any other user picker fields on the portal


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