External user unable to see all configured filters in advanced search.

[MItchell]

For our use in Jira, we have configured board for the use of technical support for external customers. With this board, we encourage the users the external users to utilize the advanced search tool in order to follow and track their tickets. 

A single user from one of the customers that we have has brought to our attention that they are unable to view a specific filter (Foreign ID).

In the Advanced Portal Reports, this filter is configured to be shown to all external users, and other users that belong to the same customer are able to see the filter. 

This user has tried using different browsers and clearing the browser cache. We have also tried deactivating the user and reactivating it. Unfortunately neither approach worked. 

Is this a known issue? Are there any known workarounds?

[John Funk · Accepted solution]

Hi Mitchell,

Have you looked at the actual shares of the filter itself? 

[MItchell]

Hi John,

Where would I find this information in the board? In the settings?

[John Funk]

If you know the name of the filter you can just go to Filters > View all Filters and search there.

What type of project is it? Company-managed? If so, while on the board, click the 3 dots menu in the upper right. Then choose Board Settings.

On the General tab, you will see the Filter and who it is shared with. 

[MItchell]

Hi John,

Looking at the Filters tab, I am not sure if this is the proper place for this configuration. When searching for it there I do not see even the project that it is there. 

Here is an example of the filter I am referring to:

For the project that this is being seen, we have configured the following filters for the Advanced Request Report:

 

When looking at the Advanced Request Reports, I and most other users see the following:

Unfortunately, the external user with the problem is not seeing the Foreign ID filter.

From a permissions standpoint, all customers have the exact same permissions, and from what I can see, we are unable to give external users individual rights.

[John Funk]

So, is this a third party app that you are using? 

[MItchell]

I just had a conversation with our main Jira Admin, and he told me that yes this is a Third party tool. I unfortunately unaware of this. 

Thank you for your help, I will bring this up with the creators of the third party application. 

[John Funk]

Very good - good luck!