Why is the JSD service portal not able to present fields of type User and Group picker?

[Dimitar I_ Dimitrov]

Currently when you configure Request Types in the Service Portal of JSD, you cannot have fields of type User Picker / Group Picker and show those on the portal? How then would you ever present a field where you want someone to specify a user / group ?

[Angélica Luz]

Hi Dimitar,

I've tested on a test instance the User picker and it's working correctly in the customer portal. It's possible to create the field and add in the request type for a customer to choose a user.

For Group picker, this is a field that it's not possible to show in the portal. You can add the field in the request type, but it can only be hide and with a default value.

When you add the "User Picker" field in the request type, are you facing some error?
Can you please give us more details about the issue you are facing with this field?

Regards,
Angélica

[Dimitar I_ Dimitrov]

Single user picker does not work. Multiple does.

Group user picker does not work at all - why is that? What is the brain thought behind the inability to display such a field?

[Angélica Luz]

Hi Dimitar,

Jira Service Desk supports all custom fields, except Group picker, project picker and version picker.
- https://jira.atlassian.com/browse/JSDCLOUD-86
Groups are accessible to internal users, it's a private information, so it's not possible to allow customers to see this information.

Related to the "User picker", is this field not showing in the portal or aren't customers able to find people when typing a name/email in this field?

Regards,
Angélica

[Dimitar I_ Dimitrov]

Hi Angelica,

User picker is not available in the portal.

Group Picker - I understand your point, but I think this is an architectural defect then, it should not limit the functionalities. Perhaps you guys need to add an attribute to the group at the base level so that you can filter 'inside information' vs not. And this way people (your customers) will be able to leverage the use of that field.

Thanks!

Dimitar

[Angélica Luz]

Hi Dimitar,

Please, go to the Custom fields' page and on the desired field, click on ... > Screens. On the next page select the desired screens and "Update".
After that, go to the Project settings > Request types > Select "Edit fields" on the request type that you want this field to show > Add a field > Select the User picker field.
Then, the field will show in the form on the portal.
If following these steps the field still doesn't show, please let me know and I will open a request with our support since we will need to access your instance to check why the field is not appearing.

Regards,
Angélica