I'm configuring an User Picker custom field and filter by a Group. As agent, I can see a small icon next to that field which allow me to view list of people in a filtered group and pick one of them.
However on a requester view, that icon is disable. The only thing I can do is type in user name and pick them. Do you know how can I show requester list of people in that group so that allow them to pick?
I'm not sure for your custom field, but in general people forget to grant access for requester to add participant and it result more or less the same problem : agent can see a people picker but requester needs to type the email adress of the person.
I recommend these steps: Go to your left panel, select "project settings" > "customer permissions"
Then you'll be able to change the setting "Who can customers share requests with?" by selecting "Any customer or organization, by searching this project. "
At least it works for the request participant field, maybe you can find a kind of permission that will enable your customer to pick the person.
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