Summary

In a Service Desk project, when Who can customers share requests with? is set to Any customer, by typing an email address, customer need to type the email address with exactly the same case as stored in JIRA in order to share with that customer.

Environment

• JSD 3.3.x

Steps to Reproduce

1. Create a Service Desk project
2. Create two SD customer : customerA and customerB with email address "tEStAccount@localhost.com"
3. Make sure the Customer permissions has been set as following:
   
4. Login to customer portal with customerA and raise a new ticket.
5. Try to share the ticket with customerB by entering the email address (in lower case) "testaccount@localhost.com"

Expected Results

customerB is added as request participant of the ticket

Actual Results

The below error is shown :

Notes

• If customerA enters the email address with the exact case, then customerB can be added as request participant without any problem.
• This issue cannot be reproduced in a JSD 3.2 instance.

Workaround

Set Who can customers share requests with? to Any customer or organization, by searching in this project so that when user types email address JSD will auto-complete the input.