ProForma User Look-up Settings

There are two options for configuring user-lookup fields:

  • Default Jira user search (Restricted)
    Only users with permission to access Jira can lookup other Jira users.
    This search will NOT work for customers and anonymous users in the Jira Service Desk portal.

  • Users with Browse Project permission
    Both Jira and Portal users can lookup Jira users who have the Browse project permission for this project. This means that any user who has permission to see the project’s issues will be returned as an option in the user-lookup field.

    The table below indicates what options will be searchable depending on the type of user:

User Type

Setting

Included in search results

Portal Customer

Jira User

Jira User - Administrator

ProForma : Default Jira user search

Customers

(error)

(tick)

(tick)

Jira users with browse project permission

(error)

(tick)

(tick)

Jira users without access to the project

(error)

(tick)

(tick)

ProForma : Users with browse project permission

Customers

(error)

(error)

(error)

Jira users with browse project permission

(tick)

(tick)

(tick)

Jira users without access to the project

(error)

(error)

(error)

JSM User Lookup Settings

If you want customers to be able to lookup other customers within their organization, use a Jira lookup field on the issue, rather than a ProForma field on the form. There are several options available under the Customer Sharing Setting:

User Type

Setting

Included in search results

Portal Customer

Jira User

Jira User - Administrator

JSM : Default User Picker

  • JSM Customer Sharing Setting: Customers can search for other customers within their organizations

Customers

(error)

(error)

(tick)

Jira users with browse project permission

(error)

(error)

(tick)

Jira users without access to the project

(error)

(error)

(tick)

JSM : Default User Picker

  • JSM Customer Sharing Setting: Customers can search for other customers within their organizations, or manually enter the email address of other customers within their project

Customers

(error)

(error)

(tick)

Jira users with browse project permission

(error)

(error)

(tick)

Jira users without access to the project

(error)

(error)

(tick)

JSM : Default User Picker

  • JSM Customer Sharing Setting: Customers can search for other customers within their organizations

Customers

(tick)

(tick)

(tick)

Jira users with browse project permission

(tick)

(tick)

(tick)

Jira users without access to the project

(tick)

(tick)

(tick)

User-lookup Field Not Returning Expected Options

To make a user show up as an option in a use-lookup field, add the Browse Project permission to the project’s permission scheme, and ensure that the user is a member of the group or role that has the permission.