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I have a user with the global search permissions, "browse users and groups", yet he can't search?

Moriah C

As stated I have a user who is in the permission group to browse users and groups. However, he is unable to search for names, even his own, when inside a project. I have tried adding a secondary permission group he is also apart of, I have changed his project role to see if that worked (it didn't I changed it back). He is the only user with this issue and I am not sure what else to do.

Accepted answers

Stefan Stadler

Hi,

just a thought as you mentioned you are running JSM:
Is this only happening in the portal? And did you compare this affected user with other users that might have the Service Management license assigned?

You can check a working user and the affected user in the user list. Settings > User Management.

If the working user has the "Jira Service Management" Application assigned and the affected does not, it is pretty clear. That means that the affected user can only edit some fields in the portal and thus selecting users must be enabled in the Service Management project as well.

There should be 3 options available from only explicit email up to auto completion. Searching for users is only working in case of this auto completion setting (sorry, I do not have the exact wording handy).

If you could provide with screenshots from the user management of at least two users (one working and one which is not working), we could give more guidance.

Hope this helps!

Stefan

All comments

Trudy P Claspill

Hello @Moriah C

Welcome to the Atlassian community.

What version of the product are you using?

In what field is the user trying to search for users?

Moriah C

Hello!

He is trying to search in the affected user field, and we are using database version 12.00.601 and JSM: 5.12.20

Stefan Stadler

Hi,

You can check a working user and the affected user in the user list. Settings > User Management.

If you could provide with screenshots from the user management of at least two users (one working and one which is not working), we could give more guidance.

Hope this helps!

Stefan

Moriah C

Sadly, my work limits me and I cannot provide screenshots. However, I was able to confirm the affected user and working users are all assigned to Jira Service Management. And yes this is only happening in the portal, the affected user doesn't really use the other parts.

Stefan Stadler

Hi @Moriah C

thanks for that. In this case, I would assume that the setting in the service management project is not done as needed.

You can find details on configuration of the project here:
Managing access to your service project | Jira Service Management Data Center 11.0 | Atlassian Documentation

> Section "Choose who customers can share requests with"

The relevant setting to search for users is "Any customer or organization, by searching in this project".

I suspect that this setting is preventing you from searching for users in the portal and that other users are trying to search within the Jira Project itself (not within the portal).

Hope this helps!

Stefan

Moriah C

Success!!!! Thank you so much!

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