How to allow service desk users to interact with a custom field?

[Mathias Koprek]

Hi,

I created a custom field (Select User (multiple Selection)) and added it to a customer request type "IT-Help". My test user can see the field in the customer portal. Somehow he can´t interact with the field. If I type in something in the field, no suggestion pops up.

Hopefully my screenshots will explain more clearly what I mean.

Test-User view:

Admin-User view:

How do I fix this? Do I need to set specific permissions? If so, which ones?

Thanks und kind regards,

Mathias

[Alexander Bondarev]

Hi, @Mathias Koprek

You can try Actions for Jira Service Desk,

to give customers the opportunity to edit issue.

But, I had the problems with ‘assignee’ field, like @Ismael Jimoh told.

So the combination of JMWE and Actions for JSD can resolve your problem.

[Ismael Jimoh]

Hi @Mathias Koprek 

This is the expected behaviour because JIRA does not allow service desk users to search for your internal users(no browse users permission).

This is a security feature and it is also why service desk customers cannot mention internal users.

Hope this helps.

[Mathias Koprek]

Is this a fact?

We want to allow customers to add request participants on create.

There is a workaround:

• Create a custom field called Additional Customers
• add the field to your request types forms
• use JMWE in a post function in your workflow to copy the users in Additional Customers to the Request Participant field.

Why is it not possible for customers to search for internal users? Our customers are also our colleagues because we just do the internal IT.

Kind Regards,

Mathias

[Ismael Jimoh]

Hi @Mathias Koprek 

Yes this is true for customers. If your colleagues have JIRA accounts and are not collaborators (non-agent users who have been added to the service desk team role) then they will face the same problem especially if they are accessing JIRA from the customer portal.

Why not just directly add the request participant field to the portal? As the workaround you described is doing what the request participant field is meant to do automatically. They can specify the user's email they want to be a part of the ticket.

If you must and this is only used internally, then check the following:

1. Your colleagues have JIRA accounts.
2. The default group your colleagues are added to have the browse user global permission.

If this is a permission issue then this permission should fix it.

Cheers.

[Mathias Koprek]

Hi @Ismael Jimoh ,

well that´s the problem.

It is not possible to add the request participant field to the customer request type. 

I will check your suggestion and come back to you soon.

Kind Regards,

Mathias

Edit: It is still not working.. I granted the permissones for "everyone".

[Ismael Jimoh]

Hi @Mathias Koprek 

By clicking the share button after creating a ticket, your customers should be able to invite other users to participate in their tickets as seen in the image.

Another thing to note which I do not recommend normally but since you are using it internally it should be fine, you can allow your customers to search for other customers in this service desk by making the following changes:

1. Go to Project Settings > Customer permissions
2. Change your "Who Can Customer share Requests with" as shown in the image below(don't recommend because c):
   

Let me know if this answers your question and note the share field is the Request Participant field.

Cheers.