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Permissions issue with user dropdown list form field

Tristian Gay

We added a dropdown field to a new hire Form template. The dropdown lists all managed users to choose from. We have some Jira software users that need to fill out the form and select names from the dropdown, but they cannot see the list.

They are members of the Jira-software-users group, which does have permissions to see all users.

Thanks,

Accepted answers

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Aaron Williams

Hey @Tristian Gay

I'm assuming the project in question is a JSM (Service Desk) Project?

Aaron.

Tristian Gay

Hi, thanks.

Yes, it is a form that generates a service desk ticket when submitted.

Aaron Williams

So my first guess, is that the users will need to be customers of the service desk, assign them a service management customer license, and add them as customers to the service project.

See if they opens up the drop-down for them.

Thanks

Aaron.

Tristian Gay

Just for now, I temporarily changed the field from a Single User dropdown to just a Short Text field to get around the issue. Ultimately, I want managed users filling out the form to be able to select any other managed user from dropdown instead of having to manually type the name in.

John Funk

Hi Tristian - Welcome to the Atlassian Community!

Try adding the Jira-software-users group to the Service Desk Team role and then see if the users can see list of users in the dropdown.

Olha Yevdokymova_SaaSJet

Hi @Tristian Gay

It sounds like you're running into a limitation with user visibility in standard Jira form fields—especially for users who aren’t licensed JSM agents.

If you're open to using a Marketplace add-on, Smart Forms for Jira offers a smooth solution for this exact use case.

✅ Here’s how Smart Forms can help:

User Picker Field: Smart Forms fields like dropdown, can be pre-filled with Users list in a project, since that field is secure the access to this form can not be fully external, but is still accessible to anyone verified in your instance, that allows any verified Jira user (including Jira Software users) to select from the full managed user list—no extra JSM licensing needed.
Works Across Projects: Whether you're in Jira Software or JSM, Smart Forms works seamlessly across both. You can build one form template and reuse or copy it across multiple projects, which is great for standardized HR or onboarding processes.
Supports Issue Creation + Field Mapping: You can map the selected user to a Jira custom field and create or update issues automatically from the form submission.

It’s a flexible way to gather structured input, keep visibility open to software users, and avoid permission problems.

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