One of our agents cant see users in Request participants

[Brian Nørvig]

I see there is an incident, but not sure it is related as this has been an issue for quite a while, where other agents has had to assign the requested participants for the affected Agent.

So the problem is after reviewing permissions that I have 2 identical Agents, where one of them can't add new Users as participants, but can see those currently assigned.

I have walked through the permissions with the Permission Helper and found NO indication of missing permissions.

I have tried remove his permissions to the Project and re-apply them, makes no difference.

Also to eleminate cache related issues, I have tried different machines and browsers.

[Arkadiusz Wroblewski · Accepted solution]

Hello @Brian Nørvig 

If the agent can’t search users in a picker, Jira Cloud typically requires the global permission “Browse users and groups.” Without it, user pickers often still show already assigned users but won’t return search results when trying to add new ones. Atlassian documents this behavior and the fix here: “Jira Cloud: Unable to Search Users in User-Picker Fields” (Atlassian Support).

Also worth remembering: “Browse users and groups” is a Global permission. The Permission Helper checks permissions mainly on the project level, so it may not highlight this missing global permission.

Finally, your note about two identical agents is a strong clue. In Atlassian Cloud it can happen that there are effectively two accounts/identities with the same display name, for example:

one identity treated as an agent (licensed + agent role)

another identity behaving like a customer or a different Atlassian account

In that case, make sure the affected person is using the correct account and that the correct identity has the global permission assigned.

Here Couple helpfull Topics:

https://support.atlassian.com/jira/kb/jira-cloud-unable-to-search-users-in-user-picker-fields/ 

https://support.atlassian.com/jira-cloud-administration/docs/what-are-global-permissions-and-what-do-they-do/ 

https://support.atlassian.com/atlassian-cloud/kb/fix-user-picker-fields-not-displaying-users-in-customer-portal/ 

https://support.atlassian.com/jira/kb/some-users-are-not-appearing-in-any-user-picker-field-when-raising-a-request-from-the-customer-portal/ 

https://support.atlassian.com/jira-service-management-cloud/docs/add-request-participants-through-the-portal/ 

https://jira.atlassian.com/browse/JSDCLOUD-5122? 

[Brian Nørvig]

It turned out it was the "Browse users and groups"

He was a member of a group, which had the permission, but it must have "stuck" somewhere, cause removing that group from the "Browse users and groups" permissions and reapplying it worked.

Thanks all for solving this matter faster than a GPT :D

[Gor Greyan]

Hi @Brian Nørvig

Thanks for the question.

Did you check if that agent has Jira Service Management Agent product access?

[Brian Nørvig]

He does and is able to make everything else, besides the requested participant :)

[Arkadiusz Wroblewski]

Did you Checked Request Participant Permissions ?