Issue Summary

Currently, the customer lookup handling in Service Desk has the following constraints by design:

• Customers can be only searchable in the Customer portal if they are members of the Customers list.
• There are additional conditions that need to be fulfilled, based on the "Customer permissions" settings:
  • A reporter will only be able to search for users who are members of the same organization, if "Other customers in their organization" is set.
  • If you want to grant permission to a reporter to browse through all users who are on the customer list, you need to select "Any customer or organization, by searching in this project". (see attached screenshot)

The purpose of this feature request is to allow the customers to see other users from the portal (in User Picker fields for example) that are not necessarily customers and without modifying the permissions in the project's "Customer permissions".

Steps to Reproduce

• Created a custom field "User Picker" filtered for jira-servicedesk-users group and added it to my IT help Request Type portal.
  

• Created some users, only user2 is added to service desk customers group
  

• Set the customer permission in my project to "Customers who are added to the project"
  

• Added user1 manually to the list of customers in my project to have at least two customers:
  

• Log in as user1, try to create a request and add users to the User Picker field.

Expected Results

user1 should be able to search for the other users from the portal regardless of the project's "customer permissions" i.g there should be an option to set who is visible from the portal.

Actual Results

• Tried to create a request as user1, in the user picker field, it only suggests user2 from the list of users (I am also able to search the admin, but not the other users)
  
• Changed the permission in my project to allow Customers who have an account on this Jira site to open requests. Now I have the other users as customers in my project. I tried to create a request as user1, in the user picker field, now it shows the other users:
  
  
  

Workaround

For now, the workaround is to loosen the permission to enable "Customers who have an account on this Jira site" to raise requests so that they are considered as customers and will show in the User Picker field in the portal, and use third-party plugins to restrict the creation of the requests for a restricted group.

Note

This issue might be related to JSDSERVER-5406 since it addresses user lookup vs customer permissions in JSD.