Fix user picker fields not displaying users in Customer Portal
Platform Notice: Cloud Only - This article only applies to Atlassian apps on the cloud platform.
Summary
The user picker fields for customers in the customer portal do not display other users; instead, they appear empty.
Solution
Customer permissions and their behavior
Currently, what determines if the customers will be able to see the other users in the user picker fields in the portal is the customer permissions of the project.
When we access the Project settings> Access > Customer permissions, there are two configurations. The first one concerns access to the project (Service project access), and the second one concerns customer sharing permission, which also applies to user picker fields.
Depending on customer permission settings, and if your customers belong to any Jira Service Management customer organizations, the user picker custom fields (which lets people search for users and share requests with them) may appear blank.
Thus, to allow customers to search for users on the user picker fields, please select the desired option in the customer sharing permission:
Option | Who can they see in the user picker and share drop-downs? |
|---|---|
Customers can search for other customers within their organizations. To ensure portal-only users (without full Jira licenses) are visible in user picker fields, verify that users are grouped into organizations and are part of the 'jira-servicemanagement-customers' group. For exclusion of external users (e.g., personal email addresses) in internal forms, consider creating a custom user picker field with group or role-based filtering. | + Customers can use search to find other customers in their organizations and share requests with them. + If a customer isn't in a customer organization, they won't be able to use user picker fields or share their requests. |
Customers can search for other customers within their organizations, or manually enter the email address of other customers within their project. For cases requiring more advanced filtering (e.g., displaying only internal employee accounts), create a custom 'User Picker (single user)' field. Navigate to Jira Admin Panel > Create custom field > Select 'User Picker (single user)' > Configure group or role-based filtering > Assign the field to the appropriate screens and workflows. | + Customers can use search to find other customers in their organizations and share requests with them. + Customers can share requests with other customers in the project by typing their email addresses. |
Customers can search for other customers within their project or organizations. This configuration is essential if you want customers to raise requests on behalf of others, such as colleagues or managers, and avoid disruptions in approval workflows. Ensure that users are grouped into organizations and project permissions are adjusted accordingly to avoid issues with name visibility or search functionality in user pickers. | + Customers can use search to find other customers in their projects or organizations, and share requests with those customers. + Choose this setting if you'd like to allow customers to choose approvers. |
More details about customer permissions can be found in the following document:
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