Issues when a 'Customer' tries adding another 'Customer' via Share With (Requested Participant)

[Juli Carman]

Apologies if this has been asked, I'm been crawling threads and not seeing this exact scenario.

Having a situation where Customers (non licensed users) can open a ticket from the External Portal view, add other users but CANNOT type an email address in even through the option is allowed.

If an Service Desk Agent or Admin (licensed) from internal via (Requested Participant) can add via email, then if they flip to External Portal view and tries the same steps they are successful at adding the new user via 'Share With' again using email address only.

I've been crawling the screens and steps but I can't see a setting that would disallow that for Customers but allowing it for Licensed users and wondering if I'm hitting a licensing issue and not a Customer Permissions problem.

Anyone else seen this or found a way through it

[Brant Schroeder · Accepted solution]

@Juli Carman Welcome to the Atlassian Community

What are your settings on the service desk under project settings->customer permissions (Company-Managed) or settings->channels->customer permissions (Team managed)? 

Take a look at Customer Sharing and make sure that customers can search for other customers.

[Juli Carman]

Thanks for the follow up Brant!  After LOTS of trial and error I ended up stumbling upon-solving by allowing Customer to invite others and by exposing the portal to the web, but yes I should have mentioned it was a company-managed.

Positive is now my internal-but-nonlicensed 'customers' can share with external (non domain) customers just via email, but - for others trying this - I now get the added fun of trying to manage which portals are exposed, since once they get in they can (quite literally) see all of them and submit tickets to any of them if they wish.

Still a bit trial and error but pondering a period scan and purge of the 'added' external customer as a longer term management tactic.  Just need to figure out how to filter down to them and not fully there yet.