[JSM Cloud] Users in a specific AD-synced group are not searchable in User Picker despite having 'Cu

[오예찬]

Hello,

I am experiencing an issue in Jira Service Management (JSM) Cloud where users belonging to a specific group are not appearing in the "User Picker (single user)" field or the "Space > User & Access" search bar.

We initially thought this was a permission issue, but users with the exact same Role (Customer) in other groups are being searched correctly.

1. Environment

• Product: Jira Service Management Cloud

• User Management: Synced via Active Directory (AD) / Atlassian Access

2. The Issue

• Symptom: When searching for a specific user in a "User Picker" field, the result shows "No options" (User not found).

• Target User: Belongs to [Group_B_External] (An AD-synced group for external affiliates). Role is set to "Customer".

• Comparison: Users in [Group_A_Internal] also have the "Customer" role, but they are searchable and selectable without any issues.

3. Troubleshooting Steps Taken We have already checked the following based on documentation, but the issue persists:

1. Account Status: Verified in admin.atlassian.com that the users are Active and have site access.

2. Global Permissions:

   • We navigated to System > Global Permissions.

   • We explicitly added [Group_B_External] to the "Browse users and groups" permission.

   • Result: Still not searchable.

3. Group Differences:

   • [Group_A_Internal] (Working): Contains mixed users (Agents & Customers).

   • [Group_B_External] (Not Working): Contains only Customers synced from AD.

4. Question Since both groups have the "Customer" role, we expected them to behave identically regarding search visibility if the "Browse users" permission is granted.

• Is there a specific restriction for AD-synced groups that do not have any "Product Access" (License) assigned?

• Aside from converting them to paid "Users" (which resolves the issue but consumes licenses), is there a configuration in "User Filtering" or Global Permissions that we might have missed to allow these specific Customers to be searchable?

Any insights or suggestions would be greatly appreciated.

Thanks.

[Trudy Claspill]

Hello @오예찬 

Who is executing the search; an Agent or a Customer?

Is the search being executed from the field displayed in the Customer Portal or the internal issue view seen by Agents?

You said if you give the group the User role then the members are searchable. Without that role assigned to that group, do any of the members have the User role through another group? Are any members of the group searchable; agents or users?

If only the Customer user are not searchable, have those customers been added to the Service Desk Customer role for the project?

[오예찬]

Thank you for your reply. Here are the answers to your questions.

Who is executing the search?

Both Agents and Customers.

Originally, a Customer reported that they could not find the approver in the Portal.

Later, an Agent tried to search for those specific users in the "Space Settings - Users and Access - Add User" screen to troubleshoot, but they were not searchable there either.

Is the search being executed from the Customer Portal or the internal issue view?

It happens in both.

The users are not found in the Customer Portal (Approver field).

The users are not found in the Internal View (User Picker field and Add User dialog in Space Settings).

Regarding the User role and group members:

No. The members of this specific group (Group B External) do not have the User role through any other groups. They purely hold the Customer role.

No. None of the members in this group are searchable.

As mentioned, users in Group A who also have the Customer role are searchable, but they belong to a different AD group.

Have those customers been added to the Service Desk Customer role for the project?

No, we cannot add them.

Since they do not appear in the search results of the "Space Settings - Add User" dialog, we are unable to assign them the Service Desk Customer role for the specific project.

We assumed that even if they are not yet in the project, they should appear in the Add User search bar, but they do not.

Any insights or suggestions would be greatly appreciated.

Thanks.

[Trudy Claspill]

Thank you for answering my questions.

Your post tags don't indicate the type of subscription you have. Can you share if it is Free, Standard, Premium, or Enterprise?

Do you use customer Organizations in the affected JSM Space? If so have you tried adding the users in this group to Organizations?

Is this for a Team-managed or Company-managed Service Space?

Is the affected group specified as a source for the Approvers field in the workflows for this Space?

[오예찬]

Thank you for answering my questions. Here is the information you requested:

Subscription Type: It is a Standard plan.

Customer Organizations: We are not currently using Customer Organizations for this group. I have not tried adding the users to an Organization yet.

Project Type: It is a Team-managed Service Space (The menu appears as "Users and Access").

Workflow Source: The Approver field source is not restricted to any specific group in the workflow; it is set to default.

I hope this helps clarify the situation.

[Trudy Claspill]

Thank you for that additional information.

Have you tried to add the users in group B through the Customers page for the space? This is not accessed through the Space Settings. It is one of the Space navigation options, like Queues and Reports.

Have you tried disabling and re-enabling the users' site access, and then searching for them again? That tip is mentioned in this KB:

https://support.atlassian.com/jira/kb/issues-with-adding-users-to-the-customers-section-of-a-project/

[오예찬]

Thank you for the suggestions. We proceeded with the check as you advised, but unfortunately, the user is still not searchable.

Here are the results:

1. Customers Menu: The user does not appear in the 'Customers' list in the project navigation.

2. Add Customer: When trying to add the user via the 'Add Customers' button in that menu, the user is still not found.

3. Email Search: We also tried searching by the exact email address, but the system still returns "User not found".

Since the user is active in the Site Directory but invisible in the project's Customer search, could this be a synchronization issue with the AD-synced group?

Please let me know if there are any other settings or backend checks we can try.

[Trudy Claspill]

Hello @오예찬 

I have run out of ideas. This is a puzzling situation.

I recommend that you open a support case directly with Atlassian Technical Support for additional help.

https://support.atlassian.com/contact/#/

It would be helpful to the community if your report back here what you learn from support.