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JSM: "Approvers" System Field does not show users for certain Service Desk Agents

Jan Westphal

Hello,

we are currently facing an issue where newly added agents can't see user options in the "Approvers" system field.

The new agents have the same permissions based on the same project role as other agents which are able to see the users when using the field. Basically the new agents are identical to the old ones but behave differently.

Can the problem be related to the identity provider (Azure AD) we are using?

Best regards,
Jan Westphal

Accepted answers

Kai Becker

Hi @Jan Westphal

do the new agents have the same groups?
Could you check if the new agent has the global permission to browse users?

You could also check this permission with the permission helper: https://support.atlassian.com/jira-cloud-administration/docs/use-the-jira-admin-helper/

All comments

Kai Becker

Hi @Jan Westphal

do the new agents have the same groups?
Could you check if the new agent has the global permission to browse users?

You could also check this permission with the permission helper: https://support.atlassian.com/jira-cloud-administration/docs/use-the-jira-admin-helper/

Jan Westphal

Hello @Kai Becker

you were spot on. The global permission to browse users was missing.

Thank you very much!

Kai Becker

Glad I could help

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