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We have a problem to insert new partecipants to a ticket. If we try to insert new partecipants into the Share with form, it returns No option.
Can you please suggest a solution?
Hello @Sara Chiodo ,
Thanks for reaching out and welcome to the community!
If I understand the issue correctly, your agents are trying to add request participants to issues in a Service management project as defined here, and here. However, when selecting the dropdown there are no usernames shown in the field.
If this is the case it sounds like your users do not have the "Browse users and groups" global permission, detailed in "Manage global permissions" . If a user does not have this permission they will need to fully type out a user name into the field, as the permission enables the user searching functionality in user picker fields.
Alternatively, if you are describing the customer attempting to share the request from the portal as described in "Jira Service Management issue sharing" then you will want to look at the "Customer Sharing" options under the "Project Setting" >> "Customer permissions" section, where you can define the customer sharing options in 3 ways:
With some additional details on configuring the settings in the Documents "What users and roles are there in Jira Service Management?" and "How global customer permissions impact project permissions"