Current State:

If a JSM project is configured to use Products and Entitlements, agents encounter a dropdown list with duplicate product entries when creating requests within the Jira site. This occurs if a product is entitled to multiple organizations, and only for agents. The duplicate options do not indicate which customer/product they belong to, so this can cause visual confusion for agents without prior understanding of the field.

Proposed Future State:

Add a UI element/option to differentiate the options in this context, such as helper text indicating which customer the option might belong to, or make a search typeahead to locate specific customers' entitlements.

Alternative (e.g. Third Party Plugin):

The current workaround to differentiate these options in the dropdown is for agents to select the intended reporter in the 'Raise this request on behalf of' field — if a customer, they should only see the Entitlements they have access to.