Unable to Assign Customers as Reporter

Question

Several members of my team have recently reported that they are not able to assign a customer as the reporter of a ticket the agent created themselves.  They only see other agents listed, and are unable to see any customers even when they type in the name.  I on the other hand am able to see all the customers.  This only just started in the last couple of weeks.

For one of my senior staff, I made him to the jira-admins group and that suddenly gave him access to add customers as reporters.  He was already an Administrator on the specific project though.

Around the same time this happened, we noticed other changes appearing in Jira, so I am guessing it is tied to an update Atlassian released.  The resolution screen had some very annoying UI changes at this time.

I'm a novice when it comes to configuring Jira, so I hope someone can help guide me on where to look for whatever setting this is that changed.

Thank you!

S_ J_ · Answer

What fixed this issue for us was updating the Global Permissions.
Go to ⚙️ → System → Global permissions.

At the bottom of the page, under Grant, select “Browse users and groups” as the permission and assign it to the group your agents belong to. In our case, this group was “jira-servicemanagement-users-companyname”.

You must be a Site Admin to modify Global Permissions.

Victoria Rduch · Answer

Was there an update in response to OP's comment from December 30, 2024? This also started happening to non-admins in the last month or so to our agents. They are all set to Service Desk Team as well. The only people who can change reporters appear to be Administrators, even though Modify Reporter shows that Project Role (Service Desk Team) is set.

Peter Clark · Answer

Sadly that did not solve it.  It was already set to allow Service Desk Team to modify reporter.  And the staff who have reported this problem are members of the Service Desk Team in the "People and access" area.