custom field user filter configuration

[Offer Baruch]

I have recently enabled service desk and added some new customer users.

once i did that my JIRA custom field also shows these users as available for selection.

so, I have configured the custom field to:

Filtering users by the following:

• Group: jira-software-users

I was sure this will solve my problem, but it didn't. what am i doing wrong?

I can still select customers on this field and the type ahead keep suggesting them to me.

[Offer Baruch]

Hi,

Tomer is not the only user showing up. All of them do.

All the users never had access...

[Petter Gonçalves]

Hello Offer,

Welcome to Atlassian community!

By default, the jira-software-users group is configured with all the users who have a valid license to access JIRA Software application.

 When you say the custom field is still displaying customers, are you meaning JIRA Service Desk customers? 

I tested in my own instance and the User filtering is properly working in the User Picker (Single User) and removing all the restricted to the portal customers from the field search. That been said, I recommend you to check the steps below:

- Double-check if the customer returning in the custom field is not added to the jira-software-users group as a valid user

- Navigate to JIRA Settings > Issues > Custom field > Find the created custom field > Click Configure

- Make sure you have clicked in the +add button once you selected the group it should be restricted to:

- Once you add the group, double check if the field is properly been restricted to the group you selected:

Let me know if this information helps.

[Offer Baruch]

Hi Petterson,

Thank you for the quick response.

Yes, when i say customers i am referring to the service desk users.

I have verified that my jira-software-users group does not contain any customers.

I did press the +Add button:

For example:

I have one JIRA user which is showing up on the jira-software-users group:
Tomer Zelberzvig (tomerEmail@model9.io)

and one customer which is not showing on the jira-software-users group:
Tomer Zilber (tomerEmail@gmail.com) 

when i select the reviewer customer field this is what i gett when i start writing Tomer:

You can see i get back both users. so something is not working properly...

This is a big problem and i can't use service desk this way.

[Petter Gonçalves]

Hello Offer,

Thank you for your answer.

Can you tell us if the user Tomer Zilber (tomerEmail@gmail.com) is the only customer appearing in the field?

Also, can you confirm in the User management page or in the Audit Log if the user once had access but is deactivated now? I think you can possible been facing the behavior mentioned in the link below:

- Filter out inactive users in the Users list

Let us know what results you got from it.

[Offer Baruch]

Sorry, just noticed that i didn't add a reply but added an answer by mistake.

Tomer is not the only user showing up. All of them do.

All the users never had access...

I did noticed that the field is working properly on the "Create issue" and the "old issue view" screens.

the field does not work properly on the backlog screen when you edit the field on the right side of the screen or in the "new issue view screen".

I hope this points you in the right direction.