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The search for sharing an issue by username in ServiceDesk doesn't show results/users. Edited


if I want to share an issue/ticket with an existing user, the search function does not deliver any users. by username instead it delivers it by entering the email-address. Is there any way to find a user by his username? My Jira-ServiceDesk is connected with a ActiveDirectory via CROWD-Server which synchronised the Users correctly (As seen in the Jira-ServiceDesk user-overview). I'm very grateful for any suggestions. -Chris



1 comment



Is the user you are trying to share with a customer on that portal?


Best Regards

Hi, yes he is a customer, imported from our ActiveDirectory which specified the users who have access to the portal in a group. This group is added in the ServiceDesk as customers.

Are you able to find that user, let's say in a single user picker custom field?

Hi, yes, thats possible.

Can you please check Customer Permissions in Service Desk Project?


Customer permissions

Who can raise requests?

Customers who are added to the projectCustomers who have an account on this JIRA siteAnyone can email the service desk or raise a request in the portal

Who can customers share requests with?

Other customers in their organizationAny customer, by typing an email addressAny customer or organization, by searching in this project


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