User picker fields on the customer portal don't work
Platform Notice: Data Center Only - This article only applies to Atlassian products on the Data Center platform.
Note that this KB was created for the Data Center version of the product. Data Center KBs for non-Data-Center-specific features may also work for Server versions of the product, however they have not been tested. Support for Server* products ended on February 15th 2024. If you are running a Server product, you can visit the Atlassian Server end of support announcement to review your migration options.
*Except Fisheye and Crucible
Summary
Customers are unable to use the user picker field on the Customer Portal. It does not provide an option to select any users.
Environment
Jira Service Management v8.x and above.
Diagnosis
When a user picker field is configured to be visible on the portal, non-agent customers attempting to select it will find that no quick search action occurs. There are no prompts or options provided to input the required keyword.
When an agent attempts to choose the user picker custom field, they will find the search option readily available. Subsequently, the agent can proceed to select users.
Cause
In the JSM Project, if the customer permission is set to not share the request with any customer, this might trigger the problem.
Solution
Navigate to Admin > Projects > Affected_Project
Click on "Customer Permissions"
Under Who can customers share requests with? select the radio button for Any customer or organization, by searching in this project.
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