Drop down custom field does not show the available options

[Sudalaimuthu_ Ravikumar _DG-STL_]

We have a field that will show all the available users from an active directory. This function works well for everyone. I added a new user to JSM following the same steps for other users. For this user, the application does not show the drop-down list. Where do I start for troubleshooting? Thanks! 

[Trudy Claspill]

Hello @Sudalaimuthu_ Ravikumar _DG-STL_ 

Welcome to the Atlassian community.

Do you mean the field is not present on the screen when this new user logs in to Jira?

Or do you mean that the field does not show a list of users when the new user accesses the field?

Is this user a customer using the Customer Portal, or a JSM Agent using the Jira UI?

[Sudalaimuthu_ Ravikumar _DG-STL_]

The field does not show the list of options (users, in this case) when the new user accesses the field. The user is an agent using Jira UI. Thanks for the welcome!