User picker does not populate for ServiceDesk customers

[Valerie Scibetta]

Hello,

I'm JIRA admin and saw that customers cannot fill in user picker from the portal.

Seems that only admins users can fill in this field, what is amazing as this is for our users to create requests via forms...

I hope there is a solution for that.

Best regards,

Valerie

[Alex Koxaras _Relational_ · Accepted solution]

Hi @Valerie Scibetta 

Try to set the following option through customer permissions and see if that will resolve your problem:

[Valerie Scibetta]

Hi @Alex Koxaras _Relational_ 

Thanks for your reply. Nevertheless, I don't have the same options on the customer permissions of the project (maybe because I'm on Server version):

[Alex Koxaras _Relational_]

@Valerie Scibetta I've tried it on a server based Jira and I get the username of all customers within the organization

You want to get the users from all your instance?

[Valerie Scibetta]

Hi @Alex Koxaras _Relational_ 

Yes, I do want to retrieve users of my instance there

What is strange is that it works with all admin accounts but not with portal users (customers).

Thanks for your help,

Valerie

[Alex Koxaras _Relational_]

In order to see other users, a user must have browse users and groups permission. So if your customer is just a customer and doesn't hold a license, then he/she will not be able to do so.

You can either add your users as customers, or to setup that all users in your instance are customers.

[Valerie Scibetta]

Dear @Alex Koxaras _Relational_ ,

Thanks for your reply.

Does Customers need a license also?

[Alex Koxaras _Relational_]

Customers do not need a license. But their abilities to do stuff are quite limited. Besides that's the whole reason of having a service desk. Few agents with paid license, and infinite customers.

[Valerie Scibetta]

Hello Alex,

Everything is clear and works fine now!

Thanks a lot for your help.

Best,

Valerie

[Alex Koxaras _Relational_]

Nice to know that @Valerie Scibetta . Kindly mark my answer as accepted in order to help others in the community. Thank you very much!

[Valerie Scibetta]

Hi @Alex Koxaras _Relational_ 

Thanks a lot for your TIP, it helps a lot!

Best

Valerie