User picker fields are not displaying other users in the customer portal
Platform Notice: Cloud Only - This article only applies to Atlassian products on the cloud platform.
The user picker fields are not displaying other users for customers in the customer portal, instead, fields appear empty.
Currently, what determines if the customers will be able to see the other users in the user picker fields in the portal is the customer permissions of the project.
When we access the Project settings > Customer permissions(or Project settings > Channels > Customer permissions for Team-managed projects), there are two configurations. The first one is about access to the project(Service project access) and the second one is about customer sharing permission and that also applies to user picker fields.
Depending on customer permission settings, and if your customers belong to any Jira Service Management customer organizations, the user picker custom fields(which lets people search for users and share requests with them) may appear blank.
Thus, to allow customers to search for users on the user picker fields, please select the desired option in the customer sharing permission:
Who can they see in the user picker and share drop-downs?
Customers can search for other customers within their organizations
Customers can search for other customers within their organizations, or manually enter the email address of other customers within their project
Customers can search for other customers within their project or organizations
More details about customer permissions can be found in the following document: