Why cant I add agents to share issue in customer portal

[Cathy]

Hi,

I am testing accessibility for participants.  I could share an issue in the help centre portal previously but now I can't.  For example Agent One as creator clicks the Share link in the portal on the issue, but is when typing in agents non are available.  I have made some changes to issue and workflow schemes but not sure what has caused this.  Please can you help me understand this, and add this ability again.

Many thanks,

Cathy 

[Angélica Luz · Accepted solution]

Hi Cathy,

You must check if the customers have permission to find other customers.
Please, go to the Project settings > Customer permissions > "Who can customers share requests with?" > "Any customer or organization, by searching this project. Choose this option to allow customers to search their organization for approvers".

Please, give a try and let us know how it goes.

Regards,
Angélica

[Cathy]

Thanks so much for your reply Angelica.  Thant has worked for me now :)

I had this set to 'Any customer, by typing an email address.' So do you know why this is wrong?

Many thanks,

Cathy 

[Angélica Luz]

Hi Cathy,

We are glad that it's working!

Actually, the option should work, because as it says, they could share with anyone.
Here is a brief explanation of each option:

Other customers in their organization. If they're not in an organization, they won't find anyone.

• If this option is selected, customers will see the option "Share with" only if they are part of an organization and they can share only with customers of the same organization.

Any customer, by typing an email address.

• They can share with any customer.

Any customer or organization, by searching this project. Choose this option to allow customers to search their organization for approvers.

• If the workflow has approvers, this is the only option where they can find people when the form has a "User picker" field.

Regards,
Angélica