Unable to add a service desk user to "request participants" field in a ticket

[Kevin Nguyen]

My apologies if this question/issue has been posted before, I'm relatively new to Atlassian Community. If it has been answered, I appreciate if anyone and send me a link to it.

Description: The issue we have is there is one user (Service Desk Customer Role) that we (Service Desk Team role) cannot add him to any ticket in the "Request Participants" field. When we search for his name in "Search Jira" search bar, it does come up. When we test from his end to see if he can access the portal and raise a request. He can do so as well. However, the issue remains, we are unable to include him in any other tickets.

Please advise, thank you for your response.

[Manoj Gangwar · Accepted solution]

Hi @Kevin Nguyen , 

Can you check if the user is added to the service desk group under user management? 

[Kevin Nguyen]

Hi @Manoj Gangwar , thanks for your reply, do I need Jira admin role to do this? My account currently only has Service Desk Team role.

[Manoj Gangwar]

Yes

[Kevin Nguyen]

Hello @Manoj Gangwar , our team realized that there used to be another employee before this one with the same first name last name. Although we have deleted the old account and recreated a new one in AD. But since Jira is a 3rd party, and when it syncs with AD, it did not know these are two different objects. Thus the syncs did not work correctly. We're going to remove the user from the AD group then waits for Jira to stop syncing with this user then remove the account completely from JIRA then re-add in AD. Thanks for the help