Fix User Picker Fields Not Displaying Users in Customer Portal
Platform Notice: Cloud - This article applies to Atlassian products on the cloud platform.
Summary
The user picker fields for customers in the customer portal do not display other users; instead, they appear empty.
Customer permissions and their behavior
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 > Access > Customer permissions, there are two configurations. The first one concerns access to the project (Service project access), and the second one concerns customer sharing permission, which 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:
Option | Who can they see in the user picker and share drop-downs? |
|---|---|
Customers can search for other customers within their organizations |
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Customers can search for other customers within their organizations, or manually enter the email address of other customers within their project |
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Customers can search for other customers within their project or organizations |
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More details about customer permissions can be found in the following document: