User Picker field (group-filtered) not showing selectable users for some end users

[joanna_natial]

On the request form in Jira, a User Picker field is currently configured with a group-based filter. However, some end users are unable to see or select any users in this field.

Is the field configuration (group filter) restricting visibility beyond expected behaviour?

Does the end user need access to the project, group, or directory to see available users?

[Rudy Holtkamp]

Hi @joanna_natial ,

The reason for this is probably that the users who can't select any users do not have the global permission 'Browse users and groups'. 

To verify, go to https://<yoursite>.atlassian.net/secure/admin/GlobalPermissions!default.jspa or CTRL + k -> global permissions

And take a look at the users and groups that have this permission. Check if the users are part of any of these groups. if not either create a new group or use an existing group and give the group this permission.

[John Funk]

Hi Joanna,

Try adding the user to the Service Desk Team project role. They will still not be an agent so they won't be able to do many things the team can, but they should then be able to people in the list of users to select. 

[Arkadiusz Wroblewski]

Hello @joanna_natial 

While a group filter restricts available values, a blank user picker on JSM forms usually comes down to underlying permissions.

First, verify that your target users are active members of the group specified in the field's User Filtering context. If the issue occurs inside Jira, ensure the affected users have the global "Browse users and groups" permission.

For portal-specific issues, check Project settings > Customer permissions > Customer sharing; if customers are restricted to searching within their own organization, they won't see users outside that scope regardless of the group filter. Testing whether it fails for agents internally or just customers on the portal will quickly pinpoint which permission making problems. 😊

Best,

Arkadiusz🤠