Why cant I add "Request Participants" field on Service Portal Forms?

[Pedro Silva]

It's in Issue view but it not shows on Search Bar for Request form. Is there a reason for this? Maybe I need to change some configuration on field configuration to be able to search.

[Bruna Silva · Accepted solution]

Hello @Pedro Silva,

Thank you for reaching out to Atlassian Community!

Currently, it's not possible to have the Request Participants field in the portal when customers are raising requests. However, we have a feature request suggesting this ability, as we can see below:

• Allow adding Request Participant field into Request Form in Customer Portal

Please, feel free to click on "Vote for this issue" and add yourself as a watcher to be kept informed about the state of the feature moving forward.

If you want customers to add request participants when creating the ticket, a solution for this case is to use a user picker field in the Request type form and then use an automation rule to copy the values from the user picker field to the Request participants. To do that, please follow the steps below:

First, if necessary, create a user picker field and add it to the desired request type.

Then, create the automation rule:

1. Go to the service project > Project settings > Automation rule > Create rule
2. As a trigger, select Issue Created > Next
3. You can add a condition to check if the new field has a value:
   • Add a condition > Issue fields condition > In Field, select the user picker field you've added to the request form > In Condition, select is not empty > Next
4. Add an Action > Edit issue > Click on Choose fields to set... > Type and select Request participants
5. Click on three dots(•••) near the Request participants field and choose the option Copy from
6. Then click on Add Request participants from Current Issue and you will see the options to select the Issue and the user picker field created to copy the values from 
7. After selecting the desired options, save and activate your automation rule

You can see more details about this in the following document:

• How to add/update/remove Request Participants using Automation for Jira

If you have any other questions regarding this matter, please let us know.

Regards,
Bruna

[Pedro Silva]

Oh I see, I needed it for external customers, as far I know User picker field only aply for internal users.

But Thanks for the information! It really helps.

[Bruna Silva]

Hi @Pedro Silva

Thank you for the additional information!

Allow me to clarify that you can allow customers to use user picker fields when they submit requests through the customer portal. For that, you can add a User picker field in the Request type form and it will be available for them to use when raising requests.

Please note that, what determines if the customers will be able to see other users in the user picker fields in the portal is the customer permissions of the project. When we access the Project settings > Customer permissions(or Project settings > Channels > Customer permissions for Team-managed), there are two settings. The first one is about access to the project, and the second one is about customer sharing permission, and that also applies to user picker fields.

Therefore, to allow them to search users on the User Picker fields, please make sure that the Customer sharing permission is set according to your use case. You can see more details about this matter in the document below:

• Change project customer permissions
• User picker fields are not displaying other users in the customer portal

If you have more questions on this topic, please let us know!

Regards,
Bruna