I’m using Jira Service Management to run a customer portal based on forms and approval workflows. Until recently, everything worked normally — when a new user registered through the portal link and created a ticket, the workflow showed the HOD (Head of Department) options in a dropdown so the approval process could start.
However, now I’m facing an issue:
For new users, the HOD dropdown suddenly shows “No options” instead of listing the available HODs.Old users still see the correct list, but new portal users do not.
Hello @Chathurika Nanayakkara
yep this is usually a visibility/scope issue for that HOD “dropdown” (often a user picker) for new portal customers.
Quick questions to pinpoint:
What is the HOD field type: User picker, Select list, or Assets?
In Project settings → Customer permissions: who can customers share/search with (org only vs anyone)?
Are new users automatically added to a Customer Organization (and are HODs in the same org)?
What changed recently (permissions, request form, approvals, automation)?
I will opt vor Changed Permission/Visibility Scope.
HOD is a user picker
Both org and anyone
New users register via the portal
Done some changes for the automation
Hi @Chathurika Nanayakkara
Check the context of the custom field, what is set here?
Do users, need to pick this on creation, or is this field filled via automation?
Thanks, that help pinpoint that. Which Changes you made ?
Here couple things you should check:
Compare one “old user” ticket vs one “new user” ticketOn the issue (agent view), check:
Organizations value (same / empty / different?)
Request participants (set / missing?)If the new user ticket has no org/participants, the portal user picker often returns No options.
Verify HOD accounts are selectable for customersAre the HODs added as Customers in this service project?
Are they in the same Customer Organization your requesters should be in?If HODs are only licensed Jira users and not in the customer scope, customers may not see them in the picker.
Automation change is the likely triggerCheck your changed rules for actions like:
setting/clearing Organizations
setting Reporter/Request participants
“Create request on behalf of” / moving tickets
Test: disable or restore the changed rule and test a new portal registration + request.
The HOD field is a custom creation
What is the configuration, please show a screenshot of the field.
Hi @Arkadiusz Wroblewski
Im from the same organization as @Chathurika Nanayakkara above and let me answer some of the questions:
Problem statement as I see it: Newly registered users can't search for other users in the organization except themselves.
Organizations value (same / empty / different?) : Users are from a single organization. Are you refering to a specific field here?
Request participants (set / missing?): These are work requests coming in and the associated space have participants. The user submitting these requests are also in the said space.
Verify HOD accounts are selectable for customersAre the HODs added as Customers in this service project?: HODs are in the service project (space) and are added to a seperate group too. This group is used as a filter for the HOD custom field. They are in the same organization as where the request is coming in.
Automation change is the likely trigger
We tried dissabling rules changed recently but it didn't help. I dont thing rules could be the cause because all the rules are setup in a way, they trigger only when a request is submitted. This issue happens on the form where user is trying to submit a request, but cannot search for the HODs in the HOD drop down list (or any other user pickers)
Here's what we have checked so far...:
1. Global permissions are given to jira-servicemanagement-users-mydomain group and the user submitting the request is a member of the same group2. Customer Permissions for the space was checked. It has Open channel access and both "Allow customers to share requests with other participants and organizations" and "search those either within their space or organization." are turned on3. Filtering on th custom field is set for a specific group and there are users in that group which still not showing up when searched.4. Known Bug with Forms User Picker: The field we are using is not just a form field, it is a Jira custom field tied to a form field.5. No duplicate accounts for these users
Hope this helps to find an answer to this issue
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