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Why can I search and find users in Reporter field on some projects but not all?

Bridget Caci

Good morning,

I have a strange puzzle. I am a (newer) system admin and have Browse Users global permission. When I search by typing in a user's last name in the Reporter field, for example "Michaels", I should see all three people in my company with that last name listed as options. However, this does not work on all projects. I have tested several projects - typing in the last name to see what list displays. It works on some projects but not on others.

These users are customers but do not have a specific customer role on each project. These projects are internal with employees as the customers - employees create tickets in the customer portal.

Customers/employees should not have the ability to browse the projects and see all the tickets open. They should only have access to the tickets they are specifically added to.

What setting/permission/? should I review that would allow me to search by last name in the Reporter field and see the correct list of options?

Thank you for your help!

Accepted answers

John Funk

Hi Bridget,

If the users have not been added to a project role for the project, i.e. Service Desk Customers role, that might be why they are not showing up for the Reporter field for that project.

All comments

John Funk

Hi Bridget,

If the users have not been added to a project role for the project, i.e. Service Desk Customers role, that might be why they are not showing up for the Reporter field for that project.

Bridget Caci

Hi John,

Appreciate your help with this. I checked the Users and Roles on the project where the users do show up and they are not assigned the Service Desk Customer role. I also compared the Permissions on the project where they show up and a project where they don't show up, but have not been able to identify any noticeable differences.

I can't see why it's different across projects.

Mark Higgins

Hi Bridget,

Could it be that your Permission Schemes are different for the projects and in the Assignable User area, you don't have the same roles?

Assignable users.png

Mark

John Funk

Also, just curious why you would be changing the Reporter's name. And if it is during Create, does it get solved if your agents use the portal to create the ticket and open an issue on behalf of another user?

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