Internal Customer not coming up in user fields

[Myles Boyd]

So; I have a user who can access the portal and log tickets; however, when I try to select her from a user field, say to assign an asset, she is not listed.

I have googled, and the normal reason is they haven't accessed it. In this instance she has accessed and raised a ticket.

Strangely, in the ticket I can click her name under Customer and it goes to ther customer record under our project. 

Any ideas what is wrong and how to fix greatfully appreciatd

Thank you

[Pedro Olmo]

Hello @Myles Boyd ,

You need change who can search in JSM project. Information here in customer sharing :  https://support.atlassian.com/jira-service-management-cloud/docs/change-project-customer-permissions/

regards

[Steve S_]

Just to confirm, when you say "user" are you indicating that this person is a licensed user (can browse the project as an agent)? or simply a customer (can access the service portal only)?

- Only license users (agents) can be assigned to a ticket.

* If she is an agent, then check her assigned role.  You probably need to assign her the "Service Desk Team" role.