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Unable to find users with User Picker function

dmoon_dvmhb5

Hi,

I am new to the Jira Service Desk, so this may be an easy one to resolve.

Basically, I have created ProForma forms (i.e. New Hardware Request forms, Onboard User etc.) linked to a Request Type, that contain either a user picker or an approval picker.

I have set the Global Permissions for our company users to Browse Users, however when they access the form, it comes up with No User Found. They have tried everything from typing the full name, email address, username. As soon as they start typing, you can tell the function doesn't work.

As an admin, I can see the full list of users as soon as I click on the user picker function. As i start to type, I start to see all the possible matches.

If anyone can help, it would be really much appreciated.

Note: I am currently on the free trial version, so not sure if this is the cause.

Thanks.

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Iago Docando

Well... it seems very clear that it has to be a matter of the users not having the permissions you think they should, otherwise you as an admin couldn't make it work either.

To the best of my knowledge there's no such thing as "browse user permission". Instead you'll have user picker fields (custom or not) wich are located in whatever screen within any given project. Youl'll have to set things up so:

your users can see the appropriate project / issues
your users can edit issues

Doble check in case you might have conflicting global permissions and project role permissions.

The rest of things involved seem to be working fine since you as an admin can get it to work.

Hope it helps.

Iago Docando

Maybe worth asking, since this is a Service Desk related question:

When you say "user" do you mean "agent" or "customer"? Also... where's the user picker field your "users" have to be able to edit? customer portal (for customers, duh) or "normal" jira project (how agents interact with issues)?

dmoon_dvmhb5

Hi,

Thanks for your reply.

I was referring to the following: https://confluence.atlassian.com/jirakb/unable-to-browse-users-in-jira-330795042.html

This is the only change I have made in Global Permissions.

After your suggestion, I provided the All User group access to my Project so that they can create issues, but still no joy.

dmoon_dvmhb5

Apologies, I was referring to Customers who are logging into the portal to submit an IT form (i.e. request software/hardware, terminate user etc).

Very basic forms with one level of approval. Some have a Manager user picker field (using ProForma) and others have Approval picker fields (native in Jira).

Both User picker functions don't work.

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