Missing values when creating an issue

Question

Hi there,

One of our agents has a problem where the issues they create are missing the request type and organizations. When they create an issue, there's no option the fields are missing from the creation screen altogether - even though they show for other agents.

We ruled out user permissions, as they have the same as everyone else. Does anyone know what might be causing this?

Thank you!

Craig Nodwell_7eve9b · Answer

Have the other user check their field configuration settings, maybe they've clicked off the viewing of those fields in their personal settings.

Brant Schroeder · Answer

Have you tried the permission helper to see if there is anything different between the two users on the same issue https://support.atlassian.com/jira-cloud-administration/docs/use-the-jira-admin-helper/

Lina_gj5ky5 · Answer

Hi @Brant Schroeder ,

Thanks for your reply! I tried out Craig's suggestion, unfortunately this agent has the same role/group assignment as me, so I'm not sure why they specifically can't view/change things.

Is there any way for them to edit request functions inside of the service desk?