Come for the products,
stay for the community

The Atlassian Community can help you and your team get more value out of Atlassian products and practices.

Atlassian Community about banner
Community Members
Community Events
Community Groups

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



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


Log in or Sign up to comment
Community showcase
Published in Jira Software

Upcoming changes to epic fields in company-managed projects

👋 Hi there Jira Community! A few months ago we shared with you plans around renaming epics in your company-managed projects. As part of these changes, we highlighted upcoming changes to epics on...

15,029 views 37 49
Read article

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you