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

[Myles Boyd]

So struggling with this, I turned to AI and Gemini it said to be in an asset user picker, you had to have a JSM licence, ie be a user and not a customer. It advices that user picker doesn't work for customers.

We use Atlassian Guard and it reckons they still need a user licence in JSM 

I know that is rubbish, coz  all the other, non-licenced, customers appear.

---

So what is the best practice for assigning assets to internal customers?

[Pedro Olmo]

Hello @Myles Boyd ,

If you need search customer users in fields you will have:

1. From your service project, select Project settings, then Access, then Customer permissions.

2. Under Channel access, select who can send requests through the portal, widget, and email requests.

3. Under Customer sharing, select who customers can share requests with.: Customers can search for other customers within their project or organizations:

   1. Customers can use search to find other customers in their project or organizations, and share requests with those customers.

   2. Choose this setting if you’d like to allow customers to choose approvers.

More information here: https://support.atlassian.com/jira-service-management-cloud/docs/change-project-customer-permissions/

Regards

[Myles Boyd]

Thanks; yes this all set up.

I have checked with the team; they try and log a ticket through the customer portal for them. the customer's is not even appearing then.

yet, the customer can log tickets and see them in the portal. And those, tickets we can see they are the reporter.

As it's only affecting one customer, I know this isn't a project or site issue.

As the customer is auto-created like everyone else, it shouldnt be config either.

[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.

[Myles Boyd]

It's an internal customer

I am an admin; we have set up so all in the org can search, the "customer" is in the org

All the other customers are fine, it's just this one but set the same way

[Steve S_]

Hmmm that is a precarious issue.

This might be extra work with no payoff, but I would imagine it will conclude for you if it is a Jira setting that got missed somehow or if it is external to the user:

1.  Create a filter search of everything that person is associated to so that you can do a bulk update after step 3.
2. Delete the account.
3. Create a new account for the user (double checking that they indeed have all the proper permissions and setup).
4. Bulk update the filter search from step 1 with the new account so that all work item associations are restored.
5. Try to select the user now that they have been recreated.

[Myles Boyd]

All the customer accorunts are created using scim  via Okta. There's no manual process. 

In regards permissions;  which ones would prevent a user appearing in a user field? I understand as someone editing the field, they need permission, but to appear in the list what permissions are needed?

[Steve S_]

I have never used Okta, so that is uncharted waters for me.

Since the manual process isn't a factor, the only thing that comes to mind that may be "permissions" related are:

• Project based membership/role (Team Managed vs. Company Managed).
• Group membership.
• Role assignment.
• Global permissions under System settings.

Note: Sometimes it can be helpful to go into the User Settings and enable all license related flags (assuming there isn't a license restraint) and then retry selecting just to cross certain things off the list as a "definitely not that".  I know that is a noob-way at stabbing in the dark, but it does have the potential to "hit" sometimes.   

[Myles Boyd]

Everything matches other customers.

Did remove and re-add to the organization but still didn't work.

The "only" difference, I think they maybe the only one with a double barralled surname