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  1. Jira Service Management Cloud
  2. JSDCLOUD-10370

Searching for a user using email address in Request Participant doesn't work

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      Issue Summary

      Searching for a user using email address in Request Participant field doesn't work. Previous FR:

      Steps to Reproduce

      1. Open an issue from Agent view (not portal)
      2. Search for existing JSM customer using their email address

      Expected Results

      The user is returned from the search

      Actual Results

      The user is Not returned from the search

      Workaround

      Use their display name to search

      Notes

      This bug ticket is used to track an issue with the "Request participant" field. For the issue with "Reporter" field, please have a look at https://jira.atlassian.com/browse/JRACLOUD-82450

        1. image-2021-11-30-14-12-48-810.png
          image-2021-11-30-14-12-48-810.png
          184 kB

            [JSDCLOUD-10370] Searching for a user using email address in Request Participant doesn't work

            Sandeep Mahapatra added a comment -

            Add the fix is completely rolled out and we dont see any further issues. We can close this ticket. 

            Sandeep Mahapatra added a comment - Add the fix is completely rolled out and we dont see any further issues. We can close this ticket. 

            David García Pérez added a comment -

            It makes the feature of adding request participants totally useless when you have to look for a person and there are different people with the same name. I think this is an important bug.

            Thanks!

            David García Pérez added a comment - It makes the feature of adding request participants totally useless when you have to look for a person and there are different people with the same name. I think this is an important bug. Thanks!

            Nerea added a comment -

            For us, a community of 35k users makes our life very difficult, we see that Request participant is a custom field so It doesn't behave as the rest of the fields like reporter, assignee...

            Nerea added a comment - For us, a community of 35k users makes our life very difficult, we see that Request participant is a custom field so It doesn't behave as the rest of the fields like reporter, assignee...

            Miliarakis, Michalis added a comment -

            Super important..

            Miliarakis, Michalis added a comment - Super important..

            Paulo Milaneis added a comment -

            Regrettable, a bug from 2021 and atlassian still haven't fixed it

            Paulo Milaneis added a comment - Regrettable, a bug from 2021 and atlassian still haven't fixed it

            Roman added a comment -

            Note: The user is actually returned from the API (/rest/servicedesk/1/servicedesk/sd-user-search/participants?issueKey=KEY&query=EMAIL) when searching for the e-mail-address, so this seems to be a UI bug.

            Roman added a comment - Note: The user is actually returned from the API (/rest/servicedesk/1/servicedesk/sd-user-search/participants?issueKey=KEY&query=EMAIL) when searching for the e-mail-address, so this seems to be a UI bug.

            Sven Schiller added a comment -

            For us, these are external users not onboarded prior to adding them as Request Participants. The stated workaround does not address this case, so we are unable to add Request Participants.

            Sven Schiller added a comment - For us, these are external users not onboarded prior to adding them as Request Participants. The stated workaround does not address this case, so we are unable to add Request Participants.

              27449d2d1416 Raees Poothamkottil
              rsaputra Adven
              Affected customers:
              104 This affects my team
              Watchers:
              91 Start watching this issue

                Created:
                Updated:
                Resolved: