Cannot find some users in a users pick field

[Joan Andreu Juan Torrens]

We have a portal where some users (team managers) can create issues where they need to be able to chose other users (team members) of our organization. 

But these "team members" don't have the permission to create issues.

This has worked for a time. It really worked!

But now it is not working. I don't know if it is a side effect of the new Jira Service Management role jira-servicemanagement-customers-fogaiba that Atlassian have created in our Cloud instance.

I have read this article https://confluence.atlassian.com/jirakb/some-users-are-not-appearing-in-any-user-picker-field-when-raising-a-request-from-the-customer-portal-1252327514.html but I haven't been able to solve the issue.

I'd be very grateful of any ideas.

[JM Perrot · Accepted solution]

Hey @Joan Andreu Juan Torrens

Did you already check permissions ? In particularly this permission : "Browse users and groups"(it's in global permission). Be sure Team managers get this permission. In addition they need to get the project permission "Assign issues" and the team members need to get the "Assignable User" permission.

Let me know if you success to fix it or no :)

[Joan Andreu Juan Torrens]

Thank you @JM Perrot but it is still not working.

Let me include some images.

Image 1:

Global permissions

Image 2:

Project permisions

Image 3:

User's groups

Image 4:

No results for this user in Users Pick Field

[JM Perrot]

Right and can you try to add jira-servicemanagement-customers-fogaiba (or your customer's group) to the "Browse users and groups" please.

(I guess all needed users are in the right group too) 

[Joan Andreu Juan Torrens]

I have done this too. Still not working...

Look:

[JM Perrot]

You can create a ticket to Atlassian support to notify them of this bug, Antonio is in users group and he has been added on the site, right ?

Atlassian support 

[Joan Andreu Juan Torrens]

Thanks again @JM Perrot 

Antonio is in users group. But I do not understand  when you say "he has been added on the site". If you could explain to me please?

[JM Perrot]

You're welcome

If Antonio is among the users, he has been added to your Jira site, your instance. He has a Jira license on your site. I don't suppose he has a pseudo either.

[Joan Andreu Juan Torrens]

Oh yes. Absolutely.

Will do as you suggest to create a ticket to the support team.

Thanks for your efforts !