User picker not showing names in dialog for specific user — works on (my) admin account
We have a custom screen with a user picker field inside a dialog, that pops up when transitioning a ticket to a particular status (in this scenario, Closed). For one of our users, the picker appears completely empty and shows the following error:
"One or more of the selected users do not exist or are not valid for this user picker." (This is understandable as they do not see the dropdown for users, but are able to manually type names in that field).
Note: This field is hidden from the view section of the ticket, as this is restricted to Administrator role for that project, and once filled in on the pop-up, this will show in the view section (Hide when empty).
On other accounts (including mine), the same dialog loads correctly and displays names in the picker as expected.
A few observations that might help narrow it down:
- The issue reproduces on both Chrome and Safari on the affected user's machine
- No obvious permission differences between the affected user and working accounts
- The affected user does not see a dropdown, but I'm able to (light mode -> affected user, dark mode -> me)
- They are able to interact and select names from other user picker fields on the ticket
Has anyone seen this before? Could this be account-related, or is there a known issue with the user picker not loading for certain users or environments? Can it be something related to Javascript on the browser for example?
2 answers
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