Users Not Visible in User Picker / Unable to Assign Issues

[joanna_natial]

Hi Atlassian Support,

We are currently experiencing an issue in one of our Jira projects that is impacting our business-as-usual (BAU) operations.

The project is using the Board Template, and as of today, our Service Desk team is unable to view users in any user picker fields. Additionally, users cannot be assigned to issues because the user search is not returning any results.

A few hours prior to this issue occurring, everything was functioning normally and there were no changes made to the project configuration that we are aware of.

Issue Details:

• User picker fields are not displaying all users.
• Searching for users returns no results or incomplete results.
• Users cannot be assigned to issues.
• The issue is affecting all members of the Service Desk team.
• This behavior started suddenly and is impacting our daily operations.

Could you please investigate this as a priority and advise if there are any known incidents or platform-related issues that may be causing this behavior?

Please let us know if you require any additional information, screenshots, or diagnostic details.

Thank you for your assistance.

Kind regards,
Joanna Natial

[Trudy P Claspill]

Hello @joanna_natial 

Welcome to the Atlassian community.

We are a user community. We don't have access to your Jira instance. We can ask you questions and offer advice, but we can't investigate directly. If you want that sort of help you'll need to contact Atlassian directly by opening a support case at

https://support.atlassian.com

What type of project is this? Click the ellipses button next to the project name in the panel on the left. What do the last TWO lines in the pop-up say? It will help something like

Service space

Company-managed

Have you reviewed the permissions allocated to roles for the project?

Have you reviewed the Global permissions to confirm the users have the Browse Users & Groups permission?

Is any other project affected in the same way for the same users or other users?

[joanna_natial]

Hello,

If contact Atlassian support, they will take time to response on my submitted ticket.

To answer your questions, here are me answer:

• Our project type is Business space company-managed
• Yes, I did review all users access, it since hours before we are not having this issue
• Yes, also review this there is no issues with the users access.
• No, the other projects on Jira have no issue, only the Board type project is having an issue on the user field.

I hope this answers your questions on my issue. Thank you!!