Environment: * Product: Jira Service Management (Standard Plan) * Feature: Assets (Object Schema: "illimitar") * User Role: JSM Agent, member of "assets-admins-illimitar" group. * Permissions: The user has "Manager", "Developer", and "User" roles at the Schema level. The Issue: A specific user (Agent) can view Assets objects but cannot select or search for users in an attribute of type "User" (ID 593). When she tries to type a name, no results are found or the field remains unselectable. However, as a Site Admin, I can perform this action perfectly on the same object. Troubleshooting already performed: * Global Permissions: The user's group has the "Browse users and groups" global permission. She can tag users using "@" in Jira issues and comments without issues. * Assets Roles: Verified that there are no Object Type-level overrides. The "Roles" tab for the specific Object Type is empty, meaning it should inherit the Schema Manager permissions. * Attribute Configuration: The attribute "usuario" (ID 593) has no AQL Filter Scope or Filter Issue Scope configured (both are empty). * Licensing: The user is a licensed JSM Agent and has been removed from the "Customer" group to avoid permission conflicts. * Browser/UI: Tested in Incognito mode to rule out cache/extension issues. The user sees the "Light Theme" while the Admin sees the "Dark Theme," suggesting potential UI sync issues. * Attribute Settings: The attribute is marked as "Editable: True". Question: Why does a JSM Agent with full Manager permissions in the Assets Schema fail to populate the User-type attribute picker, while a Site Admin can? Is there a hidden global setting or a known bug regarding User-type attributes in the Standard plan?

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JSM Agent with Manager Roles cannot select users in Assets User Attribute (ID 593)

André Lee_9zh4m2

Environment:

Product: Jira Service Management (Standard Plan)
Feature: Assets (Object Schema: "illimitar")
User Role: JSM Agent, member of "assets-admins-illimitar" group.
Permissions: The user has "Manager", "Developer", and "User" roles at the Schema level.

The Issue:
A specific user (Agent) can view Assets objects but cannot select or search for users in an attribute of type "User" (ID 593). When she tries to type a name, no results are found or the field remains unselectable. However, as a Site Admin, I can perform this action perfectly on the same object.

Troubleshooting already performed:

Global Permissions: The user's group has the "Browse users and groups" global permission. She can tag users using "@" in Jira issues and comments without issues.
Assets Roles: Verified that there are no Object Type-level overrides. The "Roles" tab for the specific Object Type is empty, meaning it should inherit the Schema Manager permissions.
Attribute Configuration: The attribute "usuario" (ID 593) has no AQL Filter Scope or Filter Issue Scope configured (both are empty).
Licensing: The user is a licensed JSM Agent and has been removed from the "Customer" group to avoid permission conflicts.
Browser/UI: Tested in Incognito mode to rule out cache/extension issues. The user sees the "Light Theme" while the Admin sees the "Dark Theme," suggesting potential UI sync issues.
Attribute Settings: The attribute is marked as "Editable: True".

Question:
Why does a JSM Agent with full Manager permissions in the Assets Schema fail to populate the User-type attribute picker, while a Site Admin can? Is there a hidden global setting or a known bug regarding User-type attributes in the Standard plan?

Accepted answers

Chris Rainey

Hi there,

I share with your sentiment that this seems like some sort of bug, given your provided information and thorough troubleshooting. However, here are two more things I'd suggest for additional troubleshooting.

1. Create a new, test attribute with a user type and configure it the same way as the existing user attribute and see if the same issue occurs for the JSM agent with that new attribute.

2. Test with another non-site admin JSM agent and see if they run into the same issue.

Also, I looked through Atlassian's Public Requests and wasn't able to find anything that exactly resembles what's going on here but you may have more success than I did if you also take a look.

André Lee_9zh4m2

Hi everyone, I managed to solve the issue with the help of Atlassian Support, and I want to share the solution here in case anyone else faces this. The Problem: A JSM Agent could not search for or resolve user names in an Assets "User" type attribute (showing as "Unknown User"), even though they had full Manager permissions on the Schema and the "Browse Users" global permission. Curiously, the issue disappeared only when a Jira Software license was granted to the user. The Solution: The issue was not related to Jira Software licensing or Schema permissions, but rather to the Assets Global Roles, which are separate from the rest of the Jira permissions. To fix this: Go to Assets in the top menu. Click the Configuration (gear icon) in the top right corner of the Assets main page (not inside a specific schema). Go to the Global Roles tab. Ensure that the group your Agent belongs to (e.g., jira-servicemanagement-users) is added to the Assets Administrator or Assets User role. In my case, no groups were associated with these global roles. Once I added the appropriate group, the Agent was able to resolve user identities and search the directory perfectly without needing a Jira Software license. Hope this helps!

All comments

Chris Rainey

Hi there,

1. Create a new, test attribute with a user type and configure it the same way as the existing user attribute and see if the same issue occurs for the JSM agent with that new attribute.

2. Test with another non-site admin JSM agent and see if they run into the same issue.

Also, I looked through Atlassian's Public Requests and wasn't able to find anything that exactly resembles what's going on here but you may have more success than I did if you also take a look.

André Lee_9zh4m2

Hi Chris thanks for reply, about these tests:

Test 1: the user still cannot search or select user

Test 2: other user with site admin permission can search and select users

André Lee_9zh4m2

Hi Chris thanks for reply, about these tests:

Test 1: the user still cannot search or select user

Test 2: other user with site admin permission can search and select users

Chris Rainey

Hi there,

Sorry - for test 2, I was suggesting trying with another JSM agent who is not a side admin.

André Lee_9zh4m2

While running further tests, I discovered something: the user only had access to Jira Service; once I granted access to Jira Software, they were able to search and manipulate the user field. It appears that the permission to search and edit the user field in Jira Assets is linked to Jira Software access.

André Lee_9zh4m2

Chris Rainey

Ah! That’s right - I completely forgot about the Assets transition to its own standalone app. Thanks for sharing your findings!