User search returns no results in Jira filter (Reporter/Assignee)

[김선욱]

Hi,

I'm experiencing an issue where searching for users in Jira Cloud filter
(Reporter/Assignee field) returns no results for my account only.

[Symptoms]
- Typing any name in Reporter/Assignee filter shows "No matches found"
- Default suggested users display normally (before typing)
- Other users on the same site work fine
- Tested in incognito mode - same result

[API Response confirmed via DevTools]
getPeoplePropsQuery returns totalCount: 0, edges: []
Status: 200 OK

[What I've checked]
- Profile visibility: set to public
- Account type: Managed
- Account status: Active
- User permissions: same as other users who work fine

Please advise how to re-index user search for my account.

Thank you.

[Arkadiusz Wroblewski]

Hello @김선욱 

@Peter_DevSamurai  gave already good advice. 

Also from my side, we've got a pretty active incident impacting many systems.

From my experience troubleshooting your API during that time, it didn't always work as expected.

[Peter_DevSamurai]

Hi Sun-wook, 

If only your account gets total PeoplePropsQuery = 0, your user profile is probably not indexed in Jira's Cloud people search service. You can try the below methods:

1) Check your Atlassian profile visibility 

- Set your Contact and Profile settings are set to visible for your company (not "Only you"). Also double check on the "Who can find me" is not set to restricted.

2) Ask your Org Admin to check if your Managed Accounts

See if Managed Accounts are restricting discoverability. But this method is quite not effective and requires further work.

3) And if nothing works, ask your Admin to remove your product access, wait for a few minutes, then re-grant it. This can force the people search index to rebuild your account.

I hope everything works out well for you!

Have a great day ahead!

Peter

[김선욱]

Hi Peter,

Thank you for your advice. I tried all 3 methods but still having the same issue.

1) Profile visibility - already set to public
2) Managed Accounts - confirmed as Managed
3) Admin removed my product access, waited a few minutes, then re-granted it - still totalCount: 0

Also tried completely removing my account and re-inviting, but same result.

Additional information:
- I am the only one in my team experiencing this issue
- Tested on Edge, Chrome, and Chrome Incognito mode - all same result
- User search works fine when creating an issue (Reporter/Assignee field works normally)
- The issue only occurs in the Filter search for Reporter/Assignee
- Default suggested users display normally without typing
- Only when typing to search or clicking "Show all" button, it shows "No matches found. Try a different search."
- In the filter, searching by Issue Type and Status works fine
- Only Reporter and Assignee search is not working

Any other suggestions?

Thank you.

[김선욱]

Hi,

The issue has been resolved.

The cause was a permission conflict.
Our Jira has two separate permission levels -
app access permission and user-specific permission.
Only app access was granted to my account,
but the user-specific permission was missing,
which caused the user search index to not work properly.

After the admin granted the user-specific permission,
the issue was resolved.

Thank you for your help, Peter!

[Peter_DevSamurai]

I'm glad everything works out well for you @김선욱 , and also it's refreshing to know your use cases. I think this is really helpful for others as well!

Have a great weekend ahead!

Best regards,

Peter