Hello @Samad, is it possible that:
- The user trying to share the issue is not a customer or an organization member, and
- The system doesn't have the necessary customer data (like email or name) to add them as a participant.
Here is how to resolve the issue depending on your situation:
1. Check if the user is a customer in the project
Go to Project Settings > People.
Make sure the user you’re trying to add is listed as a Customer in the service project.
If the user doesn't exist, invite them via:
Customers > Add Customers — this ensures their profile is properly set up.
2. If using Organizations, check user membership
Navigate to Customers > Organizations.
Make sure the user belongs to the same organization as the request they're trying to be added to.
3. Verify the user's contact details are complete
Go to Jira Admin > User Management > Jira Service Management > Customers.
Search for the user. Ensure their email and full name are present — missing fields may trigger this alert.
4. Ensure “Customer permissions” are configured properly
Go to Project settings > Customer permissions.
Confirm these settings:
Customers can search for and send requests on behalf of other customers.
Customers can share requests with other customers by entering their email address (if you're using email-based sharing).
Or, set “Customers can share requests with other customers in their organization” — if you’re using organizations.
5. Verify the user's contact details are complete
Go to Jira Admin > User Management > Jira Service Management > Customers.
Search for the user.
Ensure their email and full name are present — missing fields may trigger this alert.
These work arounds might help resolve the error. Also, please note, that it is not clear from the question if the user is a portal-only customer or is a licensed user ( agent, etc) as such details might influence the solution. Thanks!
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