I voted for this issue, as this is really important for my company. We have several fields in our JSD where we often add Jira users that are not customers of that service desk. We are aware that if we give permissions to all users to access the service desk we will be able to add them in user picker fields but unfortunately we cannot do that as our JSD is not to be accessed by all Jira users in the company.

Definitely, that's a must for us!

We have a service desk project in which our PMs raise an issue to our office manager when it comes to a business travel for someone from their team. So, when somebody needs to go anywhere his/her manager has to raise the ticket. I think it would be better if it is possible to choose the user who will be on a business trip so he can receive notifications. I know it is possible to do this by adding all the users in the customer list, but it is not an option for us.

More specifically, we should be able to select portal restricted users who don't have access to the project.

The exact use case is ... I'm an internal JIRA user and want to deactivate a restricted portal user on another project.  To do this, I need to create a ticket in my company's JIRA support project requesting that this particular user be deactivated but I can't because the portal restricted user doesn't appear in the user picker to indicate which login to deactivate ... and this is because the portal restricted user doesn't have access to the JIRA support project (it's for internal users only).

So we need a project which is only accessible to full users but can select any user (including portal restricted users) in our system.

For other situations though, we DO want to limit the scope of the user picker field.  I'm thinking specifically of situations where the field is exposed to our clients on a customer portal and in that situation, we don't want them to be able to see other client logins.  That would expose too much information about our client base to them.

So in my ideal world, we'd be able to control the scope of the user picker field on a case-by-case basis ... or perhaps have a different type of user picker field that would cover all users regardless of project permissions.

One of the biggest customers from our Cloud Support left a very meaningful use case, regarding this matter, I thought it would be good to share.

We have an internal customer portal for user management and Jira issues. In that situation, our users should be able to select all logins in our Jira instance while still limiting access to a sub-set of those users.

There is an additional use case you may consider.

As a large company with COTS software configured on premise by our employees we utilize JIRA Service Desk for our customers to provision support, and for our implementations teams.

Our customers do not have access to our Implementation Service Desk, but in order to make our JIRA instance more consistent and for training purposes we want to be able to set the customer as the reporter of an issue as it relates to that customer.

This satisfies our most requested use case for JIRA internally of "As a manager, sales person, support agent, or implementation specialist I need to be able to consistently search for all issues relating to my customer via the reporter field"

This would entail being able to search for a customer user on a Service Desk to which they do not have access.

In thinking about the above, I believe that this may be possible now that I re-read it. Leaving this here for additional use cases for Product Managers I suppose.

Original Source: https://answers.atlassian.com/questions/21631078/answers/22651474

The current behaviour is for only Customers of the Service Desk to be visible in user pickers on the Customer Portal.

From within JIRA, it is still possible to see every user in JIRA for a custom user picker field.

To provide the option of user pickers returning everyone in JIRA, instead of the only customers, it would be necessary to add an additional configuration option (per Service Desk) to toggle between the 2 settings. In this way, it will be possible to configure a Service Desk so that any custom User Pickers added to the portal will search all JIRA users, while other Service Desks will continue to only search customers. The Raise this request on behalf of field must always only show customers that are able to create requests on the portal.